Torres Faith2

Developed and executed a comprehensive customer support strategy, leading a national team to ensure service excellence and swift issue resolution across multiple channels. Introduced AI-driven support tools and self-service options, significantly improving team workflows and managing critical incidents with transparent communication.

Spearheaded the technology strategy and support architecture post-acquisition, coordinating infrastructure and support technology migration to enhance uptime and speed. Provided executive oversight for customer-facing platforms, actively engaging in escalations and aligning technical direction with customer support goals.

Directed comprehensive support for hosting, domain, email, CMS, and server-related services, managing a team to create documentation and automate processes, reducing ticket resolution time by 30%. Oversaw escalations, trained new hires, and maintained 99.9% server uptime with high client satisfaction.

Progressed from an intern role, providing multi-channel support for cPanel, WHM, WordPress, email, and DNS issues, assisting customers with billing and service optimization. Contributed to knowledge base development, trained junior agents, and reported bugs with detailed insights to development teams.

Grade: Upper Credit

Completed an Ordinary National Diploma in Computer Engineering, achieving an Upper Credit. This program provided a foundational understanding of computer systems and engineering principles.