freelancer
Email Verified Kimberly Rosales
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Member since May 26, 2022
Profile health 50%

There's no job that can't be learned.

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Total Earnings

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Experience

Associate IT Helpdesk

  •  Sutherland
  •  Sep 2019 - Jun 2021

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

  •  Sutherland
  •  Jun 2021 - Nov 2021

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

  •  Sutherland
  •  Nov 2021 - Present

Responsible in monitoring customer interactions, calibration sessions, training and
coaching, compliance monitoring, keeping track of key trends and agent
engagements.

Education

Bachelor of Science in Information Technology specialized in Networking and Administration

  •  Tarlac State University
  •  Aug 2015 - Jun 2019