Initially an agent in the tier II support group, I provided end-user support to our consumer clients involving a wide range of technologies and devices. I was later promoted to team lead and subject matter expert where I handled unresolved cases, billing/customer service inquiries. I also managed and responded to chargebacks in order to retain revenue and improve service delivery and over-all customer satisfaction with the products and services purchased. I also administrated the local LAN, WAN (MPLS) as well as local and cloud-based servers.
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