At Concentrix's McAfee Campaign, I provided antivirus and software support through chat and calls, and conducted remote troubleshooting sessions using Screen.me. I achieved 96% CSAT while meeting AHT, QA, and schedule adherence targets.
I earned Subject Matter Expert status, assisting with escalated cases and supporting agents before tier 2 transfer. I documented cases in Salesforce and used Microsoft 365, Claude AI, and ChatGPT to support case documentation and communication.
Previously, on Concentrix's Intermedia Campaign, I handled B2B calls and emails for business clients using cloud and software tools. I managed client records in Clio CRM and was selected for an internal transfer to technical support.
