Kimberly Rosales
United Kingdom Experience
Associate IT Helpdesk
Responsible in providing level 1 technical support for customers seeking assistance
over the phone, email or chat. Perform remote troubleshooting or administrative task,
walk the customer through the problem solving process, provide accurate information
on IT products and services, follow up and update customer status and information
and directing unresolved issues to the next level of support.
Lead Technical Support Specialist, SME
Responsible in recommending technical solutions and ensuring that the process is
being followed and consulting across business operations, providing mentorship, and
contributing specialized knowledge.
Lead Customer Experience, Quality
Responsible in monitoring customer interactions, calibration sessions, training and
coaching, compliance monitoring, keeping track of key trends and agent
engagements.
