Proactive Client Management:• Proficiently deliver comprehensive reports to clients to ensure the optimal functioning of their software, servers, and hardware infrastructure, thereby maintaining uninterrupted operations.Vendor Relations and Compliance Management:• Collaborate with a diverse range of IT vendors, evaluating and sourcing new products and services to meet evolving client needs while ensuring compliance with industry standards and regulations.Client… Show more Proactive Client Management:• Proficiently deliver comprehensive reports to clients to ensure the optimal functioning of their software, servers, and hardware infrastructure, thereby maintaining uninterrupted operations.Vendor Relations and Compliance Management:• Collaborate with a diverse range of IT vendors, evaluating and sourcing new products and services to meet evolving client needs while ensuring compliance with industry standards and regulations.Client Relationship Enhancement:• Successfully oversee and manage a portfolio of multiple clients, consistently exceeding their service expectations through attentive service and personalized support to achieve maximum client satisfaction.Strategic Planning and Execution:• Develop, implement, and manage strategic plans to meet project deadlines and address shortcomings, ensuring seamless delivery of high-quality services.Sales and Business Growth:• Demonstrated the ability to drive sales by effectively selling a range of products, Software as a Service (SAAS), and services to multiple companies, expanding the client base and contributing to the MSP's growth. Show less

SLA Adherence and Ticket Management:• Vigilantly monitor and manage IT tickets from various clients, ensuring they are addressed within Service Level Agreements (SLA) and directing tickets to the appropriate support channels for prompt resolution.

• Resolved various technical issues for phone and home devices.• Effectively upsold home device protection for electronics.• Provided assistance with activation, insurance claims, and phone replacements to customers.

• Transcribed audio for clients.

• Increased customer satisfaction by resolving internet and phone line technical issues. • Managed customer relations and customer service through daily communication and interaction through phone and messaging platforms.

• Managed large volume of projects and met all deadlines through exceptional organizational and time management skills. • Transformed ideas into beautiful designs used in identity branding campaigns. • Developed collateral such as display, marketing and packaging materials to support product branding strategies.

Generate leads for clients in need of assistance in building and upgrading their websites

Aided customers with billing and internet-related issues.

• Developed effective strategies to boost agent performance.• Allocated tasks based on agent strengths and experience.• Led 10-15 member Voice and Chat Support team.• Oversaw Service Level and operational metrics compliance.• Conducted Supervisor takeover calls.

• Supported Voice and Chat Support Agents.• Spearheaded support for APAC, ANZ and EMEA Lob at Microsoft.• Introduced callbacks for enhanced customer satisfaction and upselling.• Conducted weekly business reviews, analyzing team scores and metrics to identify agent challenges.

• Handled inbound calls for customer support, technical issues, delivery tracking, and sales.• Successfully upsold Microsoft products to customers.• Provided technical troubleshooting and remote assistance to clients.