Desiree V. Email & Phone Number

- Technical Service Delivery Management- Operations Management- Client Engagement and Satisfaction- Service Ticket Lifecycle and SLA Management- Invoicing, Vendor, and Accounts Receivable Management- Policy Documentation, Oversight, and Enforcement- ConnectWise Manage (PSA) Administration - New Employee Onboarding and Non-technical Training- Project Management

Training and Development Specialist April 2021-Present-Organize, plan, and facilitate new-hire virtual onboarding for multiple levels of Customer Service Representatives-Support the Customer Service Integration team with post-acquisition acclimation by providing resources, support, and driving implementation of processes by managers-Identify gaps and develop resources for continued improvement and utilization of virtual training programsCustomer Service Representative September 2020-Present-Maintain up to date knowledge on frequently changing processes, services, and scope of work-Navigate across multiple platforms and databases while interacting with customers over phone, email, and web-chat-Quickly triage high volume of incoming customer inquiries, issues, and requests by identifying the department and type of assistance neededProficient at using Microsoft O365 suite, Google Workspaces, Service Titan, Freshdesk, Ring Central, DialPad, Slack