Digital Nomad Quest

System Design & Integration: Architecting the overall contact center solution, ensuring seamless integration with other business systems (CRM, ERP, etc.) for smooth operations and data flow.

Technology Selection: Choosing the right tools, platforms, and technologies (such as cloud-based solutions, AI, IVR systems) that meet the business's needs, scalability, and cost-effectiveness.

Optimizing Wo

Developed and implemented customized technology solutions to streamline business operations
Conducted client discovery calls to evaluate software needs and requirements
Collaborated with clients to devise tailored solutions in conjunction with sales team
Presented targeted products through creation and delivery of presentations
Designed and deployed custom software and hardware solutions for clien

Oversaw the day-to-day operations and activities of the team
Motivated team members to reach and exceed organizational goals
Developed and executed a timeline to achieve targets effectively
Delegated tasks to team members based on their strengths and skills
Conducted training sessions to enhance team members' capabilities and potential
Empowered team members with skills to boost confidence, knowle

Played a pivotal role within the Support team as a Subject Matter Expert, driving the organization's success in technical customer engagements
Managed Case Management, created Knowledge Articles, assisted with priority cases, collaborated with swarming contributors, and provided support for escalations
Took ownership of and resolved issues that significantly impacted individual or multiple custome

Implemented, troubleshooted, and supported Five9 call center software solutions in various configurations and customer environments both remotely and on-site
Provided direct support to premium support customers and handled all escalated software related inquiries from customers, business partners, and vendors
Answered incoming calls, responded to customer emails, and resolved escalated problems
Ma

Managed inbound calls from customers regarding products and warranties
Conducted cold calls to connect with potential buyers and sellers of properties
Responded to and redirected emails from customers, partners, and vendors
Documented customer notes in a detailed worksheet
Scheduled and coordinated owner's meetings throughout the workweek
Arranged travel accommodations for conferences and events

Successfully diagnosed and resolved DSL and phone issues for customers
Provided exceptional technical support to effectively troubleshoot and resolve customer inquiries
Demonstrated proficiency in addressing customer concerns related to DSL and phone services
Utilized problem-solving skills to efficiently troubleshoot and resolve technical issues for customers

Conducted assessments of call center associates to evaluate performance in handling customer interactions
Monitored inbound and outbound calls and emails to evaluate demeanor, technical accuracy, and adherence to company policies
Assisted in developing and implementing quality processes and procedures for call center operations
Made recommendations for training enhancements to improve customer exp

Provided technical assistance to Dish Network customers via phone
Troubleshot problems related to TVs and receiver issues
Resolved customer inquiries and concerns efficiently and effectively

Dec 2019

Mar 2019

Salesforce Certification

Sep 2018 · Expired Sep 2020