Roberto Mora Wolfe Email and Phone Number

Working with the Office 365 team we handled security access scenarios providing detailed oriented customer service support to the owners and administrators of the sensitive data within the cloud tenants. Our main focus was to protect the customer's data and ensure they enable their own security methods via education of the available services. Additionally, we assisted with internal audits on vendors who handled our same process, in order to adhere to the security standards.

Once promoted as a Subject Matter Expert, my role was to provide support to customers, global coworkers, and direct international clients. Initially, I supported my local co-workers by helping them understand customer concerns and guiding them to the best resolution as Floor Support (Subject Matter Expert). Additionally, this role placed me in the position of a phone call supervisor and back-up team lead. Subsequently, in dealing with direct international clients, we had to present our team metrics on a weekly and monthly basis. Finally, we had to defend the meaning behind those numbers by making changes to the schedules to increase productivity or via an action plan.

As a Cisco Global Licensing Operations Technician, we supported our customers in acquiring activationkeys and file or cloud-based licenses provided by Cisco for a significant percentage of their productsvia email, phone, and chat. It was critical to understand the customer's concerns to provide quick andversatile solutions, as the physical devices and cloud solutions required these files to enable premiumservices.

Provided Customer Service for pay-day loans inquiries. Responsible on processingentitlement to the owners of the accounts and assisting them with their loan requests. By takingpayments, processing extensions and agreeing on payment arrangements we assisted the customersfinishing their loans debt.

Provided Customer Service support to a cable company network. Assisted with basictroubleshooting for television, phone and internet from lost contentions to replacement request fromcustomer. Soft sales for new and old customer's and assistance with the payments.