Technical Support Specialist | SaaS, Telecom & eCommerce Exp

During my time at T-Mobile, I gained hands-on experience in Network Troubleshooting by resolving technical issues related to both customer and internal network systems. I worked closely with customers to diagnose and resolve connectivity problems, such as slow internet speeds, dropped calls, and network outages. I utilized tools like ping tests, traceroutes, and diagnostic software to troubleshoot and address issues in both wireless and wired network environments. Additionally, I collaborated with internal teams to resolve larger network outages and optimize performance, ensuring that customers had a seamless experience with their T-Mobile services.

At iQor, where I worked as a Technical Support Representative, I frequently collaborated with cross-functional teams to resolve complex customer issues. Working closely with internal teams, such as product specialists and network engineers, we were able to expedite troubleshooting processes and improve overall service quality. For example, I partnered with colleagues to support the successful rollout of new phone devices and service plans, which resulted in improved ticket resolution times. I also participated in team meetings to track customer feedback and implement solutions, ensuring we continually enhanced the customer experience. My ability to communicate effectively and collaborate with others helped strengthen our team's performance and drive customer satisfaction.

During my time as a Customer Service Representative at Concentrix, I was responsible for managing up to 50 calls daily, addressing a wide range of customer inquiries and technical issues. This required me to efficiently multitask, balancing the need for quick problem resolution with maintaining a high level of customer satisfaction. I frequently handled multiple tasks simultaneously, such as processing orders, providing real-time updates to customers, and troubleshooting technical issues, all while maintaining excellent communication and ensuring minimal wait times. My ability to stay organized and prioritize tasks enabled me to meet performance targets, such as resolving 85% of issues on the first call, without compromising on the quality of service.