▪ As a Supervisor, my primary responsibility was to ensure smooth operations of a 24/7 Level 1 support team.▪ Using KPI’s to measure performance and to optimize Support processes.▪ Using NPS metrics to improve and manage the quality of Support calls and the agents that handle them.▪ Taking Supervisor calls and ensuring that the client’s concerns are heard and taken care of by the correct team. ▪ Screening, interviewing, and recruiting candidates for new positions.▪ Always… Show more ▪ As a Supervisor, my primary responsibility was to ensure smooth operations of a 24/7 Level 1 support team.▪ Using KPI’s to measure performance and to optimize Support processes.▪ Using NPS metrics to improve and manage the quality of Support calls and the agents that handle them.▪ Taking Supervisor calls and ensuring that the client’s concerns are heard and taken care of by the correct team. ▪ Screening, interviewing, and recruiting candidates for new positions.▪ Always being available to talk to team members and to help them in any way possible.▪ Any administrative responsibilities related to employees, procedures, and customer success. Show less

▪ Work on Critical and P1 escalation tickets. Last tier of support before engineering.▪ QA Testing and writing extensive Jira cases for Bugs and Tasks.▪ Reading device logs, identifying key points of failure, and documenting unintended product behavior.▪ Assessing, Troubleshooting and Testing edge case situations as well as providing workarounds if needed. ▪ Setup and maintenance of local office testing lab as well as training new employees.

▪ Providing direct support regarding troubleshooting and use of a Point-of-Sale System.▪ I was considered one of the best case handlers for my exceptional soft skills and customer handling. ▪ Inbound & Outbound calls; Backlog duties; Email support

Preparation and setup of all technical equipment required for a theatre show.Light expert during shows.Audio expert during shows.Promotional material designer (posters; flyers; video ads, trailers and after movies).