About

Technical Support & Troubleshooting Advanced troubleshooting across VoIP, Fiber, DSL, Cable, MLS/IDX, CRM, DNS, API, automation systems, and cloud communication tools. Expertise in Twilio API, domain changes, CRM integrations, DNS issues, listing data, device connectivity, and SaaS product support. Strong background in troubleshooting software, routers, set-top boxes, apps, websites, and multi-platform systems. Customer Support (Voice / Email / Chat) More than a decade providing B2B/B2C support across escalations, retention, technical requests, and customer education. Experienced in handling complex client escalations, high-volume queues, and multi-channel communication. Product Support & Technical Operations Skilled in resolving product-related issues involving automation, CRM syncing, workflows, authorization failures, data accuracy, and multi-system configurations. Deep experience supporting online platforms, e-learning tools, cloud communication services, and telecom products. Process Management & Cross-Team Collaboration Provided cross-team support via Slack/Zoom, delegation assistance, and guidance for frontline teams. Managed Service Levels, reporting, troubleshooting workflows, and improvement processes. Leadership & SME Functions Level 3 SME and interim supervisor roles where responsibilities included: Ticket handling and escalation management Productivity reporting Soft skills coaching Final interview sign-offs Supervisory call handling Reporting & Data Analysis Created hourly, daily, weekly, and monthly reports for KPIs, business reviews, and senior leadership scorecards. Managed sales reporting, NPS trends, attendance data, and custom ad-hoc analytics. Other Skills Excellent multitasking and attention to detail Quality assurance experience Strong background in Office apps and multimedia editing

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