I've supported B2B telecommunications customers at Sipvoice since 2019, owning VoIP, internet, account, billing, and technology requests from intake through resolution. I troubleshoot root causes, coordinate hardware dispatch and field technicians, and document work in Salesforce and TimelyBill.
Previously, I led technical support operations for HP, Microsoft, and Dell accounts at Concentrix/Convergys, managing Team Leaders and L2 agents while improving SLAs, quality, productivity, and customer experience. My career began in Dell technical support, where I handled hardware, software, operating system, connectivity, and escalation issues across L1, L2, and team-lead roles.
