Initiated troubleshooting within the enterprise including system crashes, slow-downs, and data recoveries utilizing Salesforce, Microsoft 365, Spiceworks and Quickbooks.Managed diverse 30+ Priority 1 ticket issues per day. Resolved issues in a timely and cost effect manner, completed all required documentation, and properly closed the ticket Recreated and developed knowledgebase articles for Windows 10 issues, resulting in a 35% increase in first-call resolutions and $5k in annual savingsExceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95-100% on all calls which outperformed the average of 90%

Managed vendor payment processes, utilizing virtual credit cards from Bill.com, resulting in a 20% reduction in processing timeProcessed and validated over 200 daily invoices, enhancing operational efficiency by 15%, while conducting in-depth research to resolve payment portal access issues with a 95% resolution rate within 24 hours.Utilized Salesforce, Microsoft/Google Spreadsheets, and conducted effective inbound/outbound communication between departments, achieving a 10% decrease in payment discrepancies and ensuring timely resolution of payment issues

Welcome and register Mercedes-Benz customers introduce the vehicle’s bonus features to match our premium service packages. Performed excellent revenue from upsellsBuild a sale per call with a client to provide concierge service for navigation assistance, event booking and SOS emergency assistance

•Handling outbound calls for customers and service centers to follow up on repairs, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.•Working with Microsoft OneNote, Word, Excel, and Asurion’s Service Bench to help with service centers to better take notes, providing quick customer/device information and sending out emails.