Call queue Management/monitor the Internal Call System for requests for assistance Take ownership for resolving client support issues from case logging through management of escalation or resolution Document the customer problems as required in the call management system and provide appropriate details/information Utilize tools provided and other documentation as necessary in resolving or reproducing technical issues An advocate for providing satisfaction to clients by maintaining a proactive approach with clientsSupport, promote, and cooperate with fellow employees in the attainment of Helpdesk goals to provide quality service to the client Pursue, request and attend additional training to increase knowledge level in related fields Increase productivity by continued improvement in efficient troubleshooting methods, and increasing knowledge level in related fields Read distributed documentation regarding software and hardware changes and enhancements in order to be able to provide current information to clientProvide feedback on product and/or processes Provide efficient, quality service while working with Specialists, Field Support personnel and clients to resolve outstanding client issueHighlights: Employee of the Month for April 2010. Provided key policies and changes to existing ones that resulted increase in overall team performance in terms of Customer Sat and Resolution. It also greatly improved team attendance. Those policies also insured that processes are implemented in terms case documentation and proper escalation process are being followed.Awarded Certificate for Client Focus by VP for EDI Operations Walter Johnstone on Feb. 2011Consistent in meeting monthly metrics which include NPS (Customer Sat), Resolution Rate, Response Rate, Attendance/Tardiness.Conducted new hire training for Level 2 post. Created their user manuals, training documents and Exams. Served as their new hire Mentor.

Provides process improvement, business development and optimization by making use of Lean Tools and Methods.Proposed process improvement plans for Dell, as a Client, which insures an End-to-End solution for customers. Coordinate with Department Heads in regards to proposed plans and be able to present findings to Senior Management.Acquired Level 1 Accreditation for Management System Analysis

Premier Warranty Support (L2 / 2nd Tier) QueuePriority queue for Dell consumers. Provide basic and advance troubleshooting for both desktop/laptop issues. Requires higher level of ownership by means of outbound calls. Cross-trained to be able to handle escalation and advance troubleshooting issues from other queues. Worked directly with U.S. Level 3 Tier to support to ensure customer resolution and satisfaction.Proficient in MS Operating Systems: Windows 9x/ME/2000/XP/Vista/7, includes installation, troubleshooting, and setup for home/public network solutions.Knowledgeable in Computer part installations, replacements, upgrades and configurations.Knowledgeable in BIOS flash updates and configurations.Knowledgeable in configuring LAN and wireless connections including printers, modem/routers, mouse/keyboard.Acquired COMPTIA A+ Certification for both hardware and software.Corporate Business Group/Home and Small Business QueuesProvides Total solutions to Dell customers. Cross-trained to be able to provide not only technical resolution but product expertise and sales.Assigned as Assistant Team Leader with minimum 10 team members. Roles include real time monitoring of team metrics (e.g. AHT, Repeat Dispatch, Absolute Resolve Rate, Overall Process Compliance), delegate tasks, provide one-on-one coaching to agents for improvement and submit day end reports and deliverables to Team Lead. Incorporate business process improvement techniques in analyzing current processes. Plan, design and implement new initiatives and strategies for improvement. This resulted in increased team productivity and addressed team KPI's such as AHT and Customer Satisfaction.Acquired DCSE (Dell Certified System Expert) Certification including Dell Dimension/Optiplex/Vostro Desktops and Inspiron/Vostro/Latitude Portables.