 Assist and handle new client account creation until go-live. Handle onboarding and system training for new internal users. Provides system training and walkthrough to new users for clients. Provide troubleshooting and support for issues reported by clients. Set up client meetings to discuss and provide updates for system changes and modifications. Update, create and share knowledge articles. Liaise with Subject Matter Experts for unclear processes and procedures. Handle client access and users access privileges.

- Take inbound calls and assist customers with their hotel booking issues, from rescheduling to canceling.- Contact hotel partners and provide resolution to the customer's concern with their booking.- Keep the customer and hotel partners updated.- Document customer's concerns and updates.- Focus on Quality and Customer Satisfaction- Train new agents with processes and procedures.- Update, create, and share knowledge articles.- Liaise with Subject Matter Experts for unclear processes and procedures.

• Provide multi-channel technical support to customers including telephone and on-line service requests• Document details of each support request in CareFusion CRM system• Maintain timely and routine communication with customer on progress of work• Manage service requests queue with the ability to recognize high priority problems and act quickly• Analyze each support request for root cause; determine if the issue could be prevented by changes in the product or business processes• Dispatch Field Service Technicians for hardware issues.• Remotely connect to customers' systems to solve issue if possible

• Provide customer support services to stakeholders on matters relating to the administration and day to day operational capacity of desktop and infrastructure.• Oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone, chat and email) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.• Undertake call management which includes the initial registration, classification and triage.• Resolve local operational service issues utilizing established standards and guidelines with particular emphasis on assessing client’s needs.• Resolve problems and issues directed to the service desk performing IT trouble shooting services.• Escalate issues and problems according to service management incident, request and problem processes and procedures.• Prepare and contribute to the development of correspondence and reports, maintain and document accurate resolution within the appropriate knowledge-base repository and incident management tools. • Participate in the principles of Continuous Improvement and encourage the conduct of all the service delivery and management processes in line with these principles.

OUTBOUND – Level2 Support (Resolutions Specialist)• Review open tickets and prepare a report for action items next business day• Follow up customer’s issue and provide Total Problem Resolution (TPR)• Completed Troubleshooting for disconnected calls and be able to provide long term solutions achieving customer satisfaction surveys• Handle Escalations /SMEINBOUND• Delegated with assisting customer in troubleshooting PRINTER issues • Configuration and installation of Network and Personal Printers• Consistent among the Top 10 Agents with CSAT of 90%• Troubleshooting drivers and software issues• Setting up of printer to work with the Wireless Network• Diagnose customer printer for possible hardware issue • Provide customer with answers on inquiries with product information• Upsell Extended Service Programs (ESPs)

● Assist clients concern in regards with product order and installation status.● Reselling value to customers canceling orders to pursue with the orders.● Providing quality and assuring customers the service they get with directv.● Canceling and modifying orders for customers to provided needed equipment for installations● Providing promotion to help customers save while getting the service they need.

• Subject Matter Expert/ Pioneering Tech Support for Linksys Networking Devices (SOHO)• Attend to presales, customer inquiries and assist customer in software installations / modifications and features• Provide technical assistance in software and hardware problems • Appointed Pioneering Agent to lead a Special Project on First-Call-Resolution SPECIAL PROJECTS TEAM (LINKSYS)• Appointed Tech Lead on Special Project for Outbound Calls for the enhancement or modifications on process following through CDO TAC’s CSAT• Achieved a 10% increase on Customer Satisfaction within the first three months of the program• Handles Advice Line Calls to address clients inquiries and provide excellent Customer Service• Excellent/ Very Good Key Performance Index Holder • Assist customers by efficiently diagnosing and resolving technical issues and inquiries of LINKSYS by CISCO • Responsible for promoting Linksys a division of Cisco products and services to customers and prospects.• Resolving technical issues regarding small office / home office network with clients

● Develop assessment tools and methods for agents efficiency.● Continuously assess performance (using objective instruments and subjective judgement)● Recommend and/or implement continuous-improvement initiatives for agents and for the team.● Monitor the status and effectiveness of improvement/corrective initiatives for the agents.● Evaluates agents based on KPI’s (Key Performance), coordinating with supervisors and managers for agents suggested coaching and development programs.

● Answers user inquiries regarding computer software or hardware operation to resolve problems with end user ISP.● Handled internet and home networking problems of modem routers and switches.● Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications.