Khaila L. Email & Phone Number

Austin, Tx, Us

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