John Randhawa

At TCP (TimeClock Plus), I resolve escalated software, integration, and system-configuration issues for a workforce management platform. I diagnose root causes, communicate clear updates to clients, and document recurring solutions for stronger support consistency.

I've progressed from Tier 1 to Tier 2 technical support within approximately one year, handling ticket triage, first-line troubleshooting, and complex escalations. I also mentor Tier 1 agents on escalation handling and troubleshooting practices.

Before TCP, I improved service quality at Rocket Money (Abacus) by evaluating customer interactions, delivering policy training, and identifying coaching opportunities from quality audits. I was promoted from Negotiation Specialist after consistently balancing customer needs with company policy.

I began in customer support at UberEATS (MindBridge), resolving order and account issues through proactive, solutions-focused communication. My background combines technical troubleshooting, customer service, quality assurance, negotiation, and process improvement.