Requests
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Network Power<100 people
Roles
💰50%
Investor & VC
🔥50%
Startup Founder
👍50%
Sales & BizDev
Geos
🇺🇸50%
United States
🇨🇦16%
Canada
🇮🇳16%
India
Work Background
Retail Business ServicesCustomer Service Representative
Feb. 2022Landover, Maryland, United StatesProviding comprehensive support to the entire customer ecosystem via email, phone, and live chat, handling 100+ inquiries daily, providing general assistance, troubleshooting account issues, and meeting 100% of SLAs. Assisting clients in navigating website and application issues, addressing technical issues ranging in complexity, and attaining a 90% first-call resolution rate. Taking the lead in addressing customer issues and complaints, analyzing and identifying root causes to provide an exceptional, personalized service experience, and sustaining a X% customer satisfaction rate.
Leading training with staff on hardware, systems, productivity, and collaboration software, ensuring full value is unlocked from IT resources. Co-directing continuous improvement projects alongside cross-functional stakeholders, streamlining existing processes, and implementing new frameworks to improve service levels.
Retail Business ServicesIT Support Specialist
Feb. 2022 - Jan. 2024Prince George's County, Maryland, United States
Sierra Pest ServicesIT Support Specialist
Feb. 2021 - Feb. 2022Bowie, Maryland, United StatesFacilitated 60% projects enterprise-wide, ranging from marketing campaigns to process improvement initiatives. Supported marketing by conducting market and consumer research, designed logos, assets, and promotional materials, and ensured alignment across all touch points. Oversaw the resource planning system, scheduled jobs daily, created invoices and service agreements, and synthesized operational data into detailed reports to support decision-making. Administered the CRM database and ensured 99.9% uptime while partnering with IT to roll out new features and functionalities, contributing to a 50% boost in customer satisfaction.
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