I am a customer-focused Technical Support and Customer Service Specialist with over five years of experience supporting international accounts, including AT&T, Vodafone UK, and Amazon.
I specialize in remote technical support for wireless internet, home broadband, Wi-Fi connectivity, router configuration, and service interruptions. I diagnose complex issues, guide customers through troubleshooting steps, and work toward effective resolutions without requiring on-site assistance.
I have strong experience in customer service, complaint handling, de-escalation, case ownership, and escalation management. I communicate professionally with dissatisfied customers and manage high-priority cases while maintaining customer satisfaction.
I have worked extensively with CRM, ticketing, and case-management systems, including Salesforce and Zendesk. I maintain accurate customer records, document case activity, follow up on open concerns, and manage high volumes of interactions efficiently.
I am Lean Six Sigma certified and motivated by continuous improvement. At Vodafone UK, I introduced a proactive pre-management call process that helped resolve concerns before management escalations, and at AT&T I progressed to the specialized Escalations Queue with supervisor-level case-handling responsibilities.
