Debora Boeck
San Antonio,TX
Summary
I am a loyal, self-managed team player with diverse
business and technical experience working to resolve issues, create ideal customer experiences and accomplish company goals.
Overview
33
33
years of professional experience
Work History
Customer Care Retention
Ibex Global Solutions
02.2023 - Current
- Handled complaints, provided appropriate solutions and facilitated customer satisfaction with respect to company expectations and resources.
- Built customer relationships by responding to inquiries, identifying and assessing needs and resolving problems.
- Collaborated with multiple offline and online departments to resolve complex issues.
Technical Support Operations
Ibex Global Solutions
01.2015 - 02.2023
- 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 dozens of applications including Rocket MX, ticketing and testing systems, CRM, Avaya, and proprietary links to customer premise equipment.
Special Education Teacher
NEISD, NEISD, DESERT VIEW ISD
08.2000 - 12.2005
- Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals.
- Modified general education curriculum for special-needs students using various instructional techniques and technologies.
- Delivered effective and differentiated classroom instruction to range of neurodiverse students.
- Taught multiple subjects to students with intellectual or emotional disabilities.
Publisher/Editor
Copper Country Publishing; Sunshine Media
07.1990 - 08.1997
- Interacted with authors and other internal customers to define job requirements and resolve content, production and scheduling issues.
- Communicated with vendors to secure supplies and drive on-time completion of document reproduction.
- Participated in meetings and conference calls to gather and communicate document layout and production process information and represent production function.
- Checked preliminary and final proofs for errors and made necessary corrections.
Education
M.Ed - SPED
Texas State University
San Marcos, TX07.1999
BA Advertising, School Of Journalism - Communications
Texas State University
San Marcos, TX06.1990
Skills
- Customer Needs Assessments
- Client Interactions
- Behavior Identification
- Interdepartmental Collaboration
- Customer Experience Improvement
- Technical Proficiency
Timeline
Customer Care Retention
Ibex Global Solutions
02.2023 - Current
Technical Support Operations
Ibex Global Solutions
01.2015 - 02.2023
Special Education Teacher
NEISD, NEISD, DESERT VIEW ISD
08.2000 - 12.2005
Publisher/Editor
Copper Country Publishing; Sunshine Media
07.1990 - 08.1997
M.Ed - SPED
Texas State University
BA Advertising, School Of Journalism - Communications
Texas State University