Charmie Gordo

• Assist and provide technical support by phone, email or chat;
• Analyze and resolve technical issues related to our Microsoft products and services, notably
Office 365;
• Lead customers through service configurations;
• Provide a very high customer service level;
• Deliver and follow up on problem resolutions and customer satisfaction;
• Proactively and comprehensively document customer issues in ticketing systems;
• Carry out all other related tasks per the job's evolution and departmental needs.

• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

• Ensures sales revenues and providing excellent level of customer service in the retail channel across the UAE
• Delivers exceptional customer service through retail experience by providing information on all of offered products and services
• Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
• Handles different forms of payments including cash and credit cards
• Provides full range of after sales services and seek first step resolution whenever possible on any issues.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Researched and identified solutions to technical problems.
• Assisted with updating technical support best practices for use by team.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Troubleshoots issues in regards with Telco services such as TV, phone & Internet connection dispatch timing/status and status of pending orders for Plain Old Telephone (“POTS”) and High-Speed Internet (“HSI”).

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Troubleshoots issues in regards with Telco services such as TV, phone & Internet connection dispatch timing/status and status of pending orders for Plain Old Telephone (“POTS”) and High-Speed Internet (“HSI”).

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide business systems, network and Internet support to users in response to identified difficulties

• Educated clients about health insurance coverage options, benefits and costs.
• Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.