Managed customer service requests across multiple access channels, logged and monitored open cases to meet SLA requirements, and routed cases to appropriate queues. Referenced and updated contract information for strategic customers, analyzed feedback, and tracked metrics. Ensured entitlement validity and logged contract details, performed re-entitlements, and communicated required information to customers. Handled on-time case escalations and complex situations, provided case analysis, and consistently met personal goals while managing over 30 cases daily with minimal supervision.

Onsite Coordination SWAT Specialist/Dispatcher at Hewlett Packard Enterprises

April 1, 2019 - November 1, 2019

Verified and coordinated customer service requests across channels, allocated resources to projects, and kept customers informed on case status. Escalated complex issues for damage control and supported post-incident reviews. Maintained up-to-date case documentation and consistently met service levels, handling 25+ cases daily to reach team targets.

Data Analysis Intern/Software Developer at GE Digital

August 1, 2018 - January 1, 2019

Developed a web tool to improve service desk efficiency by enabling PC and asset data search from databases. Implemented an SSO search function to allow multi-PC lookups. Facilitated feature requests between management and colleagues, and kept ticketing data clean. Closed over 60 tickets daily while improving asset data accuracy.

Installation Technician at AT&T

November 1, 2016 - June 1, 2017

Executed cash management duties for customer purchases, managed inventory per guidelines to minimize loss, and upsold memberships and upgrades. Trained new employees and delivered strong customer service by leveraging soft skills.