At Dell Technologies, I provided L2 technical support to Dell Consumer customers across 80+ countries and regions, resolving complex hardware and software issues. I also worked as an SME, providing technical guidance to a team of 12 technicians.
I reduced escalations by approximately 35% by working with hardware, field service, software and regional management teams. I maintained approximately 99.5% CSAT and 100% SLA, and my performance was recognized in the top 1%.
I partnered with the Salesforce CRM team to streamline dispatch workflows, including automating ZIP and postal-code address validation. This reduced work-order creation effort from approximately 20 minutes to 5–8 minutes.
I trained approximately five new hires each quarter and contributed to 50+ knowledge and self-service articles and videos. I also worked with Dell teams on customer-facing documentation and troubleshooting videos.
