I am a customer support professional with hands-on experience delivering remote assistance in high-volume environments.
I have supported users through phone, chat, and email while resolving authentication, POS, and software issues with accuracy and professionalism.
I am known for maintaining strong CSAT, meeting SLAs, and collaborating effectively with cross-functional teams to ensure smooth service delivery.
My background also includes administrative support, office coordination, document handling, and data entry in contract-based roles across public and private organizations.
I bring strong communication, organization, and problem-solving skills, along with experience using ServiceNow, Microsoft Office, macOS, Windows, VPN tools, and virtual desktop environments.
I am currently building on my technical foundation through Google Cybersecurity training and CompTIA A+ studies, and I am open to opportunities where I can contribute in support-focused or technical support roles.
Delivered remote support for authentication, POS, and software issues using VPN. Resolved 70-80% of cases while maintaining documentation accuracy. Supported 30-40 store users per day via phone, chat, and email through ServiceNow, with an average handle time of 15 minutes. Escalated unresolved cases to specialized teams with clear documentation to ensure timely resolution.
Distributed incoming mail and internal documents to employee offices daily. Managed shipping, receiving, and distribution of packages while coordinating with FedEx, UPS, and USPS. Coordinated and set up meetings, ensuring rooms, equipment, and materials met requirements.
Collected and organized documents across physical and electronic filing systems. Entered payment data with confidentiality and accuracy. Proofread and corrected correspondence and reports to ensure clarity and professional standards.
Delivered customer service by communicating effectively with residents and team members. Managed incoming calls and directed most inquiries to the appropriate department or employee. Scheduled and dispatched workers, equipment, and service vehicles to improve task allocation and productivity.
Bachelor of Science, Human Development
Training, Cybersecurity
Google Cyber security training.
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