• Supervise customer interactions across Phone, Email, and Social Media platforms, ensuring alignment with company standards.• Manage workload distribution among Customer Care specialists, ensuring timely resolution of inquiries.• Provide guidance to support specialists on various inquiries, including orders, products, returns, and website policies.• Lead departmental projects and initiatives to enhance service quality.• Championed team efforts to achieve KPIs and uphold service excellence.• Collaborate with team leaders to define customer experience objectives and strategies.• Foster a culture of accountability and continuous improvement.• Liaise between customers and other departments to relay feedback for service enhancement.• Assist in recruiting new Customer Care team members.• Collaborate with upper management on team management and operational planning.• Monitor team operations to ensure effective coverage and issue resolution.• Address complex customer issues by identifying root causes and implementing solutions.• Conduct performance reviews and provide training to enhance team members' skills.• Maintain records of departmental activities and operations.• Strategically recruit, develop, and motivate team members to achieve high-performance standards.• Analyze performance data and provide improvement plans for team members.• Mentor and develop new hires within the Customer Care team.• Organize team meetings and sessions to improve communication and collaboration.• Continuously enhance product and process knowledge to deliver exceptional service

• Leading and managing a high-performing Tech Level 2 (LV2) team responsible for networking, provisioning, and data entry, ensuring seamless and efficient operations.• Spearheaded the implementation of innovative technologies and solutions within the LV2 team, resulting in a significant improvement in network reliability and performance.• Oversaw project teams from conception to completion, utilizing Agile methodologies and managing tasks through Jira to ensure timely and within-budget delivery of key initiatives related to network infrastructure upgrades, and data entry systems.• Establishing and maintaining strong cross-functional relationships with key stakeholders, fostering effective communication and collaboration between technical teams and project stakeholders.• Developing and executing strategic plans for the LV2 team, aligning technical objectives with overall business goals, and ensuring the team's contributions positively impact organizational success.• Implemented best practices and standard operating procedures in Confluence to optimize efficiency and accuracy in data entry processes, reducing errors and enhancing overall data quality.• Successfully managing and prioritizing multiple projects simultaneously, employing agile methodologies to adapt to changing requirements and deliverables.• Conducting regular performance reviews and providing mentorship to team members, fostering a culture of continuous learning and professional development within the Tech LV2 team.• Collaborating with cross-functional teams to define project scopes, deliverables, and timelines, ensuring successful project outcomes and meeting or exceeding customer expectations.• Implementing key performance indicators (KPIs) to measure and track team performance, providing actionable insights for continuous improvement and optimizing tech and project-related processes.

• Directly communicated with customers via various channels.• Attended engineering and Specialist team meetings.• Participated in product tests, gathered customer feedback, and resolved issues.• Handled inquiries about networking, provisioning, warranties, products, and sales terms.• Handled data entry, removal, and export.• Established guidelines for the new Technical department.• Trained new agents and improved customer experience.• Worked on special assignments as directed by the supervisor.

• Engaged in close collaboration with other teams and guided Customer Care front-line agents, helping them enhance their diagnostic skills and overall team performance.• Contributed to the development of comprehensive documentation and knowledge base articles aimed at assisting support agents in efficiently managing both common and complex connectivity cases.• Devised and executed proactive solutions and preventive measures to reduce the recurrence of issues to boost network stability.• Directly interacted with clients and technicians, offering them step-by-step guidance to resolve connectivity issues and maintain the location's main network infrastructure.• Provided comprehensive assistance for a wide range of Point of Sale devices, Store controllers, and back-office equipment (including PCs, Thin Clients, Cisco Routers and Switches, Lexmark printers, and time clocks), Windows and Linux servers, and more.

• Provided support for troubleshooting issues in Walmart stores (hardware).• Offered customized customer support.• Fulfilled client requirements.• Delivered an exceptional customer experience in conjunction with top-tier technical support.• Ensured that customer issues were addressed in a manner that led to the attainment of:- Meeting customer Service Level Agreements (SLAs) and enhancing customer satisfaction.- Resolving both documented and undocumented problems effectively.• Collaborated with team members on large tasks and difficult requests.• Efficiently handled large amounts of open incidents.• Mentored and trained new hires.

• Retail of warehouse space.• Kept warehouse entry and exit logs.• Managed and implemented information and posters for the whole company.• Managed data, typed correspondence, and prepared documents.