•Managed customer interactions and technical issues remotely, achieving a 95% resolution rate on initial contact.•Collaborated with the support team to reduce escalations by 15% through effective problem-solving and information sharing.•Utilized CRM tools to track and analyze customer interactions, improving service efficiency.

•Conducted thorough quality inspections and proficiently executed repairs on critical track infrastructure elements such as rails, ties, and switches for the New York City subway system, ensuring optimal functionality and safety.•Executed precise work orders with meticulous attention to detail, showcasing technical prowess in implementing essential maintenance procedures vital to the operational integrity of the subway network. •Demonstrated exceptional organizational skills in receiving and meticulously auditing incoming materials, maintaining an outstanding average accuracy rate of 98% to support seamless operations.