Madjo Fernandez

Resolved 40–60 daily support tickets with a 95% first-call resolution rate. Managed user accounts, permissions, and password resets via Active Directory, delivering Level 1 and Level 2 technical support to over 500 users.

Provided front-line technical support for a wide range of products and services, including software, hardware, and network issues, to customers via phone, email, and chat. Met and exceeded monthly performance metrics, including customer satisfaction ratings and ticket resolution times, achieving a 98% satisfaction rate.

Negotiated contracts, pricing, and terms with clients to maximize sales revenue while maintaining a competitive edge in the market. Delivered excellent customer service, resolving issues and providing product recommendations, resulting in a 95% customer satisfaction rate.

Effectively handled customer complaints, resolving issues with professionalism and empathy, which led to a 98% customer satisfaction rate based on post-interaction surveys. Processed orders, returns, exchanges, and refunds, ensuring accurate documentation and smooth transactions, contributing to a 15% reduction in order processing time.

Grade: 1.87

Activities and societies: Sport athletic award, Staff writer of the school publication

Graduated with an academic distinction award and a GPA of 1.87. Recognized with a sport athletic award and served as a staff writer for the school publication.