• Providing technical support to customers over phone and email tickets related to theirSpypoint Cameras and phone app.• Mentored a team of 15 Level 1 and 2 agents, handling escalations, troubleshooting & root cause analysis and providing constant training.• Known for quick turnaround time and specialized in raising client satisfaction levels to client delight.• Used Mantis Bug Tracking System for overall backend operations of the customers' accounts.• Designed and developed a new RMA system for the company.• Collaborated with the projects team, internal partners and external stakeholders to ensure smooth processing of Return Merchandise Authorizations (RMA) and provide post-delivery support.• Managed subscriptions and refunds.• Worked with the IT team in setting up of Ring Central phone system with the capacity of more than 50,000 calls a day.• Part of the team to interview and hire outsourced support agents to provide support during non-business hours.• Developed a strong working relationship with Salesforce, Zendesk, RingCentral, Stripe and Database project managers.• Managed Windows 10 installations and upgrades, installing security patches, Outlook and Microsoft Teams using Active Directory. Initiated asset management process in my team for peripherals.• Assisted IT security team with testing of multi-factor authentication system.• Helped in the implementation of a knowledge-base using Atlassian.• Helped migrate entire customer base from Zendesk to Salesforce CRM, in collaboration with the IT team. Created macros to be used which saved an average of 3 minutes per ticket per agent to troubleshoot issues.• Developed and tested new product offerings prior to release to assist the developmentteam in bug

• Measured compliance against established expectations of agent behavior, improving user satisfaction.• Ensured that the call center (ROGERS - Technical Support) agents are interacting with customers in accordance with the company's set guidelines and are serving your business' best interest, monitored calls to measure performance, and facilitate the business' strategic objectives and requirements.• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.• Developed and maintained quality assurance procedure documentation.• Created and collaborated in the implementation and maintenance of the customer complaint log.• Participated in departmental meetings to establish short- and long-term