I assisted customers with purchase-related issues. The majority of these contacts were in the United States and had to be handled over the phone and by email. The main goal was to correct a bad shopping experience using a variety of resources. My ability to establish a place of trust and understanding of the customer’s needs allowed me to work on other specialized areas of the company, such as those related to recurrent calls as well as "large items".

I provided technical assistance to customers in the CISCO TAC account. I handled cases related to issues with the customer’s network (configuration, software/hardware problems with switching devices). Depending on the severity of the problem, I worked with the customer in a time-pressed environment using a variety of methods (instructions over the phone, instant messaging, remote access to a device, e-mail, etc.). Most of the cases required working with a team of experts in the networking field (switching in particular).