Khaila L. Email & Phone Number

Austin, TX, US

New Jersey, United States

• Actively managed responses to customers requiring technical assistance.
• Provided technical support to end-users, resolving 90% of software, and network issues on the first contact.
• Regularly reviewed, implemented, and maintained processes and procedures, reducing ticket resolution times by 30%.
• Acted as the bridge between engineers, architects, customers, and vendors to resolve escalations and improve cloud adoption.
• Identified trends and delivered action plans for resolution, reducing recurring issues by 20%.
• Acted as the point person for ticket review prior to escalation of complex incidents and requests, improving first-time fix rates by 25%

Austin, Texas, United States

• Implemented a multi-line phone system, reducing customer wait time by 40%.
• Proficient in MS Office, MS 360, Excel, Sertifi, Quore, optimizing communication across departments by 75%.
• Executed daily operations with 100% accuracy in in-house dining and subscription services.
• Streamlined guest check-in process by implementing a digital registration system, resulting in a 50% reduction in wait times and improved overall guestsatisfaction score

Austin, Texas, United States

• Analyze insurance claims and improved coordinated communications with involved parties using Jira Helpdesk by 75%.
• Initiated training program for new agents, with encryption techniques to safeguard sensitive client data.
• Troubleshoot insurance claims by finding suitable settlements for clients and insurers.
• Implemented cost saving strategies that resulted in 5% reduction in expenses.
• Track record of increasing productivity by 30% on a monthly average by streamlining.
• Utilize Palo Alto Networks VPN for secure remote access to company resources, maintaining a high level of service availability by 80%.

Las Vegas, Nevada, United States

• Implemented changes to security processes, policies, and procedures while increasing compliance audit scores from 75% to 93%.
• Thoroughly handle inbound calls, create, update, and resolve customer tickets for every request received according to QA.
• Reduced potential data breaches by 60% within the first quarter, ensuring regulatory compliance and maintaining customer trust.
• Managed sensitive data while creating incident responses, testing security controls, alerts, and reports.
• Perform technical diagnosis and troubleshooting for users with hardware, software, and network connectivity issues and provide the appropriate solutions.
• Conducted daily security log reviews leveraging tools, identifying and mitigating 95% of potential threats within a 24-hour period, and improving overall networksecurity posture