IT Customer Service Senior Analyst
Versatile IT Support & Customer Service Specialist with over 10 years of experience in troubleshooting, escalation handling and client relations. Proven ability to resolve technical issues, streamline workflows, and enhance customer satisfaction. Skilled in data analysis, SLA compliance, and mentoring teams to deliver high-quality service.
The Pipeline Group
Handle incoming calls, emails, and live chats professionally and efficiently. Help customers schedule appointments, resolve queries, and process orders. Accurately input customer information into the company's CRM system. Demonstrate empathy and offer proactive solutions to customer problems, maintaining a high level of customer satisfaction. Follow company scripts, procedures, and meet performance metrics.
Accenture Inc.
• Oversaw daily IT customer service operations, ensuring timely resolution of technical issues and high client satisfaction. • Maintained accurate records of support requests and resolutions to improve service efficiency • Resolved complex IT issues and ensured SLA compliance. • Acted as escalation point for complex technical problems, facilitating resolutions to minimize client downtime. • Coordinated with cross-functional teams to implement process improvements enhancing operational efficiency.
Accenture Inc
Enforced compliance with platform guidelines by reviewing and moderating user-generated content. • Evaluated and identified inappropriate or harmful materials, ensuring adherence to community standards and policies. • Collaborated with cross-functional teams to enhance moderation processes and improve content quality. • Analyzed data trends to identify areas for improvement, boosting moderation efficiency.
Accenture Inc.
• Managed order processing and fulfillment for Virgin Media Business accounts, ensuring timely and precise service delivery. • Serves as a representative for customer and the company to provide smooth transaction whenever a customer purchases a broadband plan. • Analyzed client feedback to implement process improvements, driving higher customer satisfaction. • Interaction through email and phone call to keep customers updated • Monitored compliance with service-level agreements, ensuring adherence to quality standards.