I am a customer support and technical troubleshooting professional with more than 17 years of experience across telecommunications, banking, government, and internal IT environments.
I specialize in chat support, empathetic communication, active listening, issue resolution, and delivering accurate assistance in fast-paced, high-volume settings.
I have supported both internal teams and external users, handling escalations, backend-system issues, transaction monitoring, tax-system inquiries, and user adoption of new technologies.
I am experienced in documenting troubleshooting guides, FAQs, and workflows that help users solve problems faster and reduce repeat support requests.
My background also includes IT consulting, fraud prevention support, systems development, process automation, and digital transformation initiatives.
I am equipped for remote work with high-speed internet, backup power, and a dedicated workspace. I am available on a flexible schedule, including evenings and weekends.
Provided tier-2 technical support to internal teams and external users, resolving issues involving backend systems and managing escalations as a primary point of contact.
Reduced production incidents by 25% through proactive monitoring and user education. Created troubleshooting guides that empowered users and reduced repeat inquiries.
Supported internal teams with real-time transaction monitoring, fraud-prevention activities, and issue resolution in a high-volume banking environment.
Processed thousands of daily transactions while maintaining accuracy and security standards. Collaborated with cross-functional teams to improve system usability and reduce user friction.
Provided technical support to more than 100,000 users navigating the tax declaration system, resolving critical issues with empathy, clarity, and accuracy.
Created user-friendly documentation and FAQs to reduce support volume and improve the experience of users interacting with the platform.
Led digital transformation initiatives that reduced operational costs by 25% and improved organizational processes.
Developed internal HR and resource-management systems used daily by more than 100 employees. Delivered ongoing user support and training to ensure successful technology adoption.
Bachelor's Degree, Computer Science
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