Tier 2Training issues, initial diagnostics/troubleshooting, diagnosing and resolving issues on unclassified and classified office information systems, provide hands-on involvement with each help desk team member to guide them toward effective and efficient problem solving while ensuring company policies and procedures are followed and maintained, resolve T2 level help desk tickets and escalations from the help desk team, Acts as a point of contact for technical questions and provide guidance towards ticket resolution, Provides input on escalated service requests that require next level support, Learns, uses and shares the available tools so the team can better support our clients, Coaches team members in daily activities, assessing skills and providing training as needed, Scheduled maintenance calls for customers when they would call in with a technical issue.Tier 1Answering calls, executing request fulfillment actions, providing functional user support, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, Provides support for troubleshooting, and maintenance of IT systems, Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s), Recommends systems modifications to reduce user problems, Contribute to the change management process; represent the interests of the customer when assessing risk and impact. Managing large amounts of inbound and outbound calls in a timely manner. Following call center “scripts” when handling different topics. Identifying customers' needs, clarify information, research every issue and providing solutions. Assisted customers with technical issues on SBA applications and the SBA portal, learned on-the-fly program details and guidelines

Welcomed guests in friendly and professional manner, redirected individuals to appropriate divisions, and handled client correspondence via email and phone. Collaborated and communicated with other internal departments to ensure guest satisfaction and conducted thorough audits. Spearheaded registration process by inputting and retrieving information from computer system, confirmed arrival/departure, number of guests, room rates, and any discounts. Managed snack market and maintenance efficient stock.

Greeted customers, responded to questions, improved engagement with merchandise, and providing outstanding customer service. Directed customers to merchandise within store and maintained superior product knowledge. Managed financial transactions and balanced drawers. Ensure sales floor was orderly and arranged according to set specifications.

Provided feedback on customer service processes and delivered recommendations to improve overall efficiency. Trained and mentored new professionals in order to ensure seamless transaction to workforce. maintained positive and professional communications towards clients at all times. Collated records of customer interactions, transactions, and complaints.