Skills
Multi tasking
5-10 Years
Leadership Skills, Planning a nd Organizing, critical thinking and problem solving, Teamwork & collaboration, Oral & written communication
2-5 Years
Experience highlights
Team Leader (Verizon Wireless)
foundever
·
April/2022
–
Present
A Team Leader is responsible for overseeing the daily operations of a team, ensuring employees meet performance goals while delivering exceptional customer service. The role involves leading, coaching, and motivating team members to achieve key performance indicators (KPIs), improve productivity, and maintain quality standards. Team Leaders act as the bridge between frontline employees and management, driving operational success through effective communication, performance management etc.
Senior Representative (SME)
Iqor
·
June/2019
–
Present
A Subject Matter Expert is responsible for providing expert knowledge and support to frontline teams by addressing complex customer concerns, assisting with escalations, and ensuring adherence to company policies and procedures. SMEs act as mentors to team members, helping improve product knowledge, troubleshooting skills, and overall performance. They also collaborate with team leaders, trainers, and other departments to identify process improvements, maintain documentation.
Technical Support Representative
Teletech
·
February/2017
–
Present
A Technical Support Representative provides first-level technical assistance to customers via phone, email, chat, or other communication channels. We diagnose and troubleshoot hardware, software, network, or service-related issues, guide customers through step-by-step solutions, and escalate complex cases when necessary. We also document interactions accurately, follow company procedures, and ensure customer issues are resolved in a timely manner.
