Expert Customer Services Support & Service/Help Desk Support
Last active: 16 hours ago
For 6 years, I worked in the BPO industry as a technical support representative. I handled SMB and enterprise accounts. My main expertise was with the Incident Management Team which harnessed both my customer service skills and technical skills. During this time, I gained knowledge and in depth understanding of Service Level Agreements.
During my BPO experience, my communication skills has allowed me to be more patient and be more thorough with providing instructions to end users. My natural ability to de-escalate calls had proven to be asset which was used as an example on how to address similar issues to the team for future reference.
Through Upwork, my skills have gained exposure to work with clients in the real estate industry, medical record processing and as a carrier dispatcher.
I find high value working for teams with high integrity, goal oriented and client-customer focused.
I love to travel. At least once a year I have to fly-out even if its just for 4 days! Thus it goes without saying that I am well traveled and can adapt to and assimilate with a variety of people and cultures easily. I have been traveling since I was ten years old.
Operating Systems: From MS Dos to Windows 8.1; Active Directory, MS Server
Software Applications: up to Microsoft Office 2010, Intuit QuickBooks Pro, McAfee Virus Protection; VPN Security Clients: Juniper, Nortel Contivity, Citrix Metaframe, VM Ware; CRM/Ticketing Tools: Dellserve, Siebel and Remedy(ARS/NeTkt), Sales Force, UDA Construction Online, Zoho, Ops Dashboard
Automatic Call Distribution (ACD): Avaya and CTI Systems;
ERP: SAP Business One;
SWITCH: Nortel DMS-500 Netrac Command Interface Client (This tool is used to configure the switch; a telnet emulator to access network elements); Net Analyst (software application for testing communications circuits with a wide variety of test equipment) Xpercom (web xing UI equipment inventory management system)
Web based Tools through Upwork experience:
Asana, DropBox, Eyebeam, Evernote, Five9, GDrive, Last Pass, Lightshot, Mind Meister, Ring Central, RPData, Sales Force, Screencast, TeamViewer, Teamwork, Trello, UDA, Vimeo, Zendone, Zoho, Zoiper, Zopim,