Delivered prompt and accurate first-level technical support, resolving hardware.and software issues with a 95% first-call resolution rate.•Led knowledge base development, empowering agents and reducing resolutiontime by 66%.•Spearheaded Average Handling Time (AHT) reduction project, decreasing AHT by78% through targeted training and tool optimization.•Championed Backlog Reduction initiative, streamlining workflows anddecreasing backlog by 80% on a daily… Show more Delivered prompt and accurate first-level technical support, resolving hardware.and software issues with a 95% first-call resolution rate.•Led knowledge base development, empowering agents and reducing resolutiontime by 66%.•Spearheaded Average Handling Time (AHT) reduction project, decreasing AHT by78% through targeted training and tool optimization.•Championed Backlog Reduction initiative, streamlining workflows anddecreasing backlog by 80% on a daily basis.•Established performance standards and monitored team performance, ensuringquality service delivery.•Trained and supervised tech support representatives, fostering a culture ofcontinuous improvement Show less

Managed busy store floor, achieving a 90% customer satisfaction rating throughcustomer-centric initiatives.•Collaborated with store manager to develop and execute a store budget,exceeding sales targets by 15%.•Created reports and documents for office manager, streamlining communicationand improving operational efficiency by 10%.•Fostered open communication between departments, reducing staff turnover by5% through improved collaboration.•Developed and executed… Show more Managed busy store floor, achieving a 90% customer satisfaction rating throughcustomer-centric initiatives.•Collaborated with store manager to develop and execute a store budget,exceeding sales targets by 15%.•Created reports and documents for office manager, streamlining communicationand improving operational efficiency by 10%.•Fostered open communication between departments, reducing staff turnover by5% through improved collaboration.•Developed and executed targeted gift card marketing campaigns, increasing giftcard sales by 20% and driving Mall footfall.•Integrated gift cards into promotional events with sales team, boosting overallrevenue by 12%. Show less