UCaaS & VoIP Technical Support | Enterprise Call Flow Architecture | Former Interim Team Lead & SME

Verified

$10/hr

Message Bookmark

Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

I bridge the gap between technical execution, operations management, and team leadership. Over 6+ years in telecommunications, satellite tech, and UCaaS, I have built a career not only as a technical specialist but as a trusted floor leader, trainer, and performance strategist.

During my tenure at Concentrix as a Subject Matter Expert (SME), I regularly took on floor leadership responsibilities. I served as the primary Point of Contact (POC) for the SME team, stepped in as Acting Team Lead during supervisor leave, and managed production floor reporting; building daily, end-of-month, and quarterly KPI scoreboards for campaign leadership. My focus was on data-driven growth: analyzing agent scorecards, identifying key performance gaps, and delivering 1-on-1 coaching to drive quality and metrics up.

Skills & Experience

Skills

Team Leadership 2-5 Years

Quality Assurance 2-5 Years

Communications 2-5 Years

Data & Reports 1-2 Years

Technical Support - SME 1-2 Years

SLA Management 2-5 Years

Agent Coaching 2-5 Years

IT Troubleshooting 2-5 Years

Operations Management 2-5 Years

Experience highlights

Technical Customer Support Specialist

RingCentral · January/2025 – /

Administer RingCentral EX admin portal for enterprise clients. Configure call flow architecture and multi-site provisioning. Guide new business clients through UCaaS setup and resolve advanced VoIP technical issues.

Subject Matter Expert — Team Lead Interim

Concentrix · September/2022 – Present

Acted as Team Lead managing floor operations, SLA adherence, and team performance. Led coaching sessions, onboarded SMEs, and designed KPI scorboards. Implemented technical training on satellite and telecom troubleshooting.

Technical Support Professional

Concentrix · September/2019 – Present

Identified and resolved satellite cable issues including signal disruptions and equipment malfunctions. Guided customers through troubleshooting with empathetic communication.

Customer Service Representative

Afni, Inc. · May/2019 – Present

Provided support and troubleshooting for prepaid mobile services. Assisted customers with product features and data usage. Offered personalized recommendations.

Customer Service Representative

Teleperformance Philippines · November/2012 – Present

Managed flight bookings, cancellations, and travel inquiries. Resolved flight issues and assisted passengers with ticketing and payments.

Contact Details Are Private

Create a free employer account to post a job and review applicants. Upgrade to message talent or view contact details.

Create Free Account

Create a free account

Create a free employer account to post a job and review applicants.

Create Free Account

Already have an account? Log In