Customer Service Representative at Teleperformance

Provide first tier troubleshooting technical/mechanical product issues by phone; assist existing or prospective customers by determining their support needs; establish appropriate and professional rapport with customers; respond to general questions and facilitate problem resolution; provide information and direct inquiries appropriate for customer needs; review, monitor, moderate, and respond to comments posted on client social media channels using client's brand voice; help to build a strong Knowledge database.

Principal Services Consultant at Computer Associates

Acted as a mix of architect and implementation specialist across all project phases. Conducted interviews with multiple stakeholders to gather and analyze functional/non-functional requirements, business processes, policies, and workflows; developed business impact assessments and strategy plans; analyzed current and future infrastructure; defined use cases and component behaviors; paired customer challenges with product capabilities and led adoption decisions; implemented solutions in Dev/UAT/Prod environments and migrated data; integrated other Service Management tools (Service Desk, Service Catalogue, CMDB, Portfolio Asset Management) and workflows; provided ongoing support and escalated issues; identified new opportunities and collaborated with sales to expand revenue; created documentation including acceptance tests and conducted functional testing; trained administrators and end users to drive product adoption.