Technical Support Specialist with Expertise in SaaS Platforms, Customer Service,

With over five years of experience in technical support, I have consistently resolved complex issues across SaaS platforms and wireless solutions. I specialize in diagnosing and troubleshooting technical problems, providing clear solutions, and ensuring minimal downtime for users. My expertise includes conducting root cause analyses, creating detailed documentation, and achieving high customer satisfaction rates (98% in my current role). I am adept at handling escalations, streamlining resolution processes, and delivering exceptional support tailored to client needs.

Over the past five years, I have delivered exceptional customer service by addressing a high volume of inquiries with professionalism, empathy, and efficiency. I excel at building rapport with clients, resolving issues promptly, and maintaining satisfaction ratings above 95%. My experience includes handling escalations, mentoring new hires in best practices, and implementing feedback initiatives to improve customer experience. I am committed to creating positive interactions that foster trust and long-term client relationships

I have successfully managed groups of up to 20 representatives, consistently meeting and exceeding performance targets. I specialize in mentoring team members, developing training programs, and fostering a supportive and collaborative environment. By implementing data-driven strategies, I improved team productivity by 25% and reduced turnover rates. My leadership style emphasizes clear communication, continuous development, and aligning team goals with organizational objectives for sustained success.

Highly skilled in supporting and optimizing the Onspring platform, I assist users in troubleshooting issues, conducting root cause analysis, and improving workflows. My proactive approach ensures clients maximize platform capabilities while maintaining operational excellence.