I am a Customer Care and Technical Support Professional with over 10 years of experience supporting customers and internal teams across financial services, enterprise SaaS platforms, and CRM-driven environments. I am highly skilled in written communication, complex issue resolution, and cross-functional collaboration. My expertise includes Salesforce CRM and ticketing systems, remote technical support, and financial services policy support.
Throughout my career, I have delivered remote support for internal agents, resolving policy and system-related issues within defined SLAs. I have managed escalations requiring investigation, clear written communication, and follow-through, maintaining accurate case documentation in Salesforce and internal CRM platforms. I have partnered with technical and operations teams to identify recurring issues and improve processes, as well as assisted with onboarding and training new analysts.
I have a strong foundation in data accuracy, security awareness, and customer success, supported by multiple Salesforce certifications including Sales Cloud Consultant, Platform App Builder, Advanced Administrator, and Administrator. I am experienced in root cause analysis, troubleshooting, and using generative AI tools such as ChatGPT and Gemini to enhance support capabilities.
My previous roles include Success Agent and IT Global Service Desk Representative, where I resolved customer service inquiries, authored clear written communications, investigated account-level issues, and supported enterprise users with system access and email tools. I am committed to maintaining high customer satisfaction and ensuring clear communication throughout the support process.
I am currently pursuing a BA in Business Management and have completed studies in Computer Information Systems and hold a High School Diploma with a GPA of 3.5. I am passionate about leveraging my technical and interpersonal skills to contribute to customer success and operational excellence in dynamic environments.
Delivered remote support for internal agents by resolving policy and system-related issues within defined SLAs. Managed escalations requiring investigation, clear written communication, and follow-through. Maintained accurate case documentation in Salesforce and internal CRM platforms. Partnered with technical and operations teams to identify recurring issues and improve processes. Assisted with onboarding and training new analysts.
Resolved customer service inquiries across multiple systems while maintaining high satisfaction. Authored clear written communications explaining resolutions and next steps. Investigated account-level issues and collaborated with internal departments. Documented interactions and outcomes in Salesforce CRM. Followed up post-resolution to ensure customer understanding and satisfaction.
Responded to technical service desk requests via ticketing systems. Routed issues efficiently and maintained accurate internal logs. Supported enterprise users with system access and email tools.
BA Business Management
80/144 credits
Computer Information Systems
High School Diploma
GPA: 3.5
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
Carla Fabre Customer Success Manager 
Bienna Jet Culili Customer Happiness Team Member 
Peace Ikeagwu Customer Service Representative 
Miko Mandalones Customer and Client Experience Professional 
keamohetse mahlosi Customer Service and Support Professional 
Nicolás Rodríguez Quality Assurance & Operations Supervisor 
Biniam Mekonnen Content Moderator | Graphic Designer | Digital Marketer 
Mark Andrew Aday Customer Success | Customer Service | Operations | Technical Support | Sales | Team Leadership