SUMMARY STATEMENT
Highly motivated and detail-oriented professional with experience in IT support, retail sales, and client experience coordination. Dedicated to efficiency, organization, and cross-functional collaboration. Seeking roles in a fast-paced, dynamic environment where I can utilize my technical and interpersonal skills to drive success and contribute to team growth.
PROFESSIONAL/TECHNICAL SKILLS
- Proficiency with CRM tools (ConnectWise)
- Salesforce experience
- MS Office Proficiency
- Client retention/acquisition
- Scheduling and overseeing timely resolution of IT tickets
- Detailed report writing, maintaining accurate documentation
- Effective time management
- Written and verbal communication skills
- Maintaining productivity while handling multiple tasks
- Cross-functional collaboration
- Strong customer service orientation
- Ability to excel in fast-paced environment
- Creative problem solving
PROFESSIONAL EXPERIENCES
MSP (2021-2025)
Client Experience Coordinator
- Efficiently oversee and arrange the scheduling of over 150+ tickets on a daily basis.
- Facilitate seamless collaboration among clients, technicians, and leadership to orchestrate the scheduling of on-site assignments.
- Continuously liaising with technicians to ensure prompt resolutions of tickets in accordance with SLA agreement.
- Empathetically engaging in client interactions via phone to initiate the ticket creation process.
- Highly skilled in navigating ConnectWise and proficient in Microsoft Office applications.
Prime Communications (AT&T) (2019-2021)
Sales Manager
- Met and exceeded monthly sales quotas. resulting in 15% revenue increase within 6 months.
- Effectively managing store employees, resulting in a 20% increase in store location sales.
- Mentor and coach individual employees, ensuring all monthly targets were exceeded.
- Empathetically interacted with customers, de-escalating situations, handling all inquiries and needs while being understanding of the business’ bottom line.
- Completed and oversaw all daily store operations, utilizing an efficient workflow to complete tasks in a timely manner.
- Responsible for verifying inventory levels, ensuring 0 discrepancies on store audits.
- Responsible for new hire training.
- Maintaining constant communication with customers in regards to marketing promotions, ensuring high level of customer satisfaction.
University of Houston (2016-2017)
IT Technician
- Utilized troubleshooting and interpersonal skills to provide help desk level support to faculty, staff, and students
- Responsible for long distance video conference connections, campus to campus remote site classes, and troubleshooting remote connectivity issues.
- Configured laptops and computers for incoming staff and faculty, loaded required software and server permissions
- Provided University of Houston technology related training to faculty and staff.
- Routinely updated software with patches and new installations to close security loopholes and protect user information.
