Victor Kliamenakis

• Manage inbound calls from various companies with a focus on high-quality service level
• Manage incoming requests through voice, chat and email interactions
• Address customer inquiries, resolve issues, and ensure client technical issues are resolved in a timely manner
• Identify problems and resolve technical issues through effective troubleshooting and guidance
• Maintain a high level of product knowledge and stay updated on tools and processes
• Collaborate with internal teams for high priority tickets to ensure quick resolution
• Authenticate users and ensure the validity of the user for security purposes
• Reviewed and applied processes found in documentation guide to ensure quality of work is maintained
• Daily usage in Remedy, Lynx, and ServiceNow systems

Temporary coverage as Team Lead:

• Supported and guided agents with questions to proper documentation
• Provided feedback to agents and organized coaching sessions
• Verified stale tickets to ensure proper resolution

• Managed inbound calls within a fast-paced environment
• Assisted customers with technical support and billing issues, as well as Loyalty customers
• Troubleshooted various operating systems for customers
• Met and exceeded quarterly targets
• Subject Matter Expert (SME) for new hires in the department; supported and guided new team members with questions