Cinque Goodwin

Resolved customer questions and issues over the telephone in the areas of system configuration, product functionality, and general usage. Documented all support interactions and resolutions in ticketing systems (ServiceNow, Zendesk).

Utilized advanced troubleshooting techniques, including log analysis and network diagnostics, to identify and resolve diverse device user problems. Collaborated with cross-functional teams (engineering, fraud prevention) to identify root causes of user problems and propose solutions.

Engaged with customers via phone, chat, and email, and isolated technical issues on Android OS. Strategically performed root cause analysis using various diagnostic tools and proprietary applications.

Maintained a high satisfactory NPS Score and navigated proprietary customer relationship management tools with a goal of first call resolution. Troubleshooted equipment problems, interpreted bills, and processed credits and payments.

Assisted with new hire training and understanding the duties of an IHG Agent, helping them adapt and learn resources for successful calls. Provided second-level support for complex issues beyond the control of other agents for Windows and Linux OS.

Responded to customers' requests for technical services via phone or email, 24x7 globally, answering questions on product function and use. Applied understanding and knowledge of information systems products and services to assist customers on technical matters.

Studied computer science fundamentals. Gained knowledge in operating systems, database management, and various software applications.