Tatiana Abi Nader

• Tracked KPIs and created continuous improvement plans.
• Developed and implemented training initiatives for new hires.
• Analyzed and developed service goals for in-bound call center.
• Increased customer satisfaction ratings to [Number]%.
• Managed customer contact center with [Number] support representatives.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Patiently walked individuals through basic troubleshooting tasks.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Documented support interactions for future reference.

Catering to different types of contracts and events from promoting products for startups to working as guides at museums and exhibitions

• Learned software engineering process improvements and best practices.
• Worked on various projectes using C, Ada Perl and Python programming language.
• Wrote clear, clean code for various projects.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
• Created employee schedules to align coverage with forecasted demands.

• Followed all company policies and procedures to deliver quality work.
• Attended training programs to deepen professional skillset
• Listened and responded to customer requests to provide them with best solutions
• Interpreted clients' needs and introduced services to fit specific requirements.