Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Viveiros

Deltona

Summary

Dynamic and results-driven professional with extensive experience at Concentrix Corporation as a Senior Technical Support Advisor. Expert in advanced troubleshooting and incident resolution, I excel in training and mentoring teams to enhance customer service. Proven track record in streamlining processes and improving system performance, ensuring optimal support outcomes.

Overview

24
24
years of professional experience

Work History

Apple Senior Technical Support Advisor

Concentrix Corporation
03.2020 - Current
  • Helped streamline repair processes and update procedures for support action consistency.
  • Monitored system performance to identify potential issues.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Call Center Team Leader

Trilegiant Corporation
05.2007 - 05.2015
  • Coached team members regarding call strategy to effectively reach targets and foster customer retention.
  • Provided knowledge and resources to prepare each team member for success and top performance.
  • Conducted periodic surveys with customers and potential customers to increase quality.
  • Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.
  • Assisted in training, motivating and coaching team members to meet required center goals.
  • Communicated frequently and openly to motivate team members and drive goal achievement.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Bank Call Center Team Leader

Wachovia Bank
07.2001 - 05.2007
  • Coached team members regarding call strategy to effectively reach targets and foster customer retention.
  • Provided knowledge and resources to prepare each team member for success and top performance.
  • Conducted periodic surveys with customers and potential customers to increase quality.
  • Prioritized team and individual goals to effectively achieve business objectives.
  • Assisted in training, motivating and coaching team members to meet required center goals.
  • Communicated frequently and openly to motivate team members and drive goal achievement.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.

Education

High School Diploma -

Platt Regional Vocational Technical High School
Milford, CT
06-2000

Skills

  • Virtualization technologies
  • Incident resolution
  • Remote support
  • Security protocols
  • Advanced troubleshooting
  • Training and mentoring
  • System administration
  • Problem resolution
  • Hardware configuration
  • Mobile device management
  • Customer service
  • Troubleshooting and diagnosis
  • Issue resolution
  • Customer support
  • Application troubleshooting

Timeline

Apple Senior Technical Support Advisor

Concentrix Corporation
03.2020 - Current

Call Center Team Leader

Trilegiant Corporation
05.2007 - 05.2015

Bank Call Center Team Leader

Wachovia Bank
07.2001 - 05.2007

High School Diploma -

Platt Regional Vocational Technical High School

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Kimberly Viveiros