Senior Customer and Technical Support Representative (CSR/TSR)

Provided technical support and initial assessment with

troubleshooting as 1st point of contact.

Aided tracked and monitored incidents and service requests

in Salesforce CRM following the defined Job Process Flows.

Accommodated an accurate record of each incident

description and resolution.

Collaborated between the end-user community and third-party technical teams such as various PMS Vendors towards

the resolution of the reported problem.

Arranged escalated incidents to the appropriate second-level support team or Senior Product Specialists and

coordinated support for unresolved technical issues.

Increased the efficiency of the day-to-day operations by

suggesting improvements regarding tools and processes.