PORTFOLIO

Hello! I'm Vicky,

Highly adaptable and motivated with experience in admin works, customer service, Technical support, and social media prospecting. I am skilled at building effective and productive working relationships with client and staff. I completed my works accurately and delivered high quality result in timely manner.

• Customer service

• Microsoft office

• Applications Software

• Appointment Setter

• Database Management

• Social Media Prospecting

Skills

Subject Matter Expert
Teleperformance Inc. (2019-2021)

• An a Subject Matter Expert, I helped train new employees and assist other CSRs with problems they
encountered while interacting with members over the phone; addressed escalated customer questions
and concern.

• Coach agents on how to navigate through systems to find information needed for call.

• Monitored agent’s calls to ensure that were following the guidelines they learned in training and
receiving a score a 100% on their surveys taken about their experience with the company; Manage
quality Assurance for an entire campaigned; provided one on one coaching in order to improve the
agent’s ability to do their job more effectively and improve the customer experience.

TECHNICAL SUPPORT REPRESENTATIVE

Teleperformance Inc. (2017-2019)

▪ Technical Support Representative Tier 1 (TSR2) provides technical assistance to inbound telephone
inquiries.

▪ Assist customers with any technical issues experienced with internet, cable and telephone services.

▪ Provide answers with billing questions and inquiries.

▪ Analyzes customer issues through process of elimination by asking probing questions.

▪ Determines the appropriate solution based on diagnosis and executes the most logical fix providing
verbal instruction to customers at a level of detail commensurate with customer knowledge and
experience.

▪ Troubleshoots customer’s equipment including cable box, modem and telephony (stability of equipment
as well as configuration).

▪ Resets and/or re-provisions customer rented/personal modem.

▪ Meets or exceed business goals (metrics).