Levi Montero

• Provide first-level troubleshooting techniques while supporting the organization as the main point of contact.

• Ability to prioritize, rapidly move from one task to another, and multi-task to satisfy the customer’s immediate needs.

• Provide support for RTG ‘s Cisco phone system such as rebooting devices, and verifying the proper configurations are in place.

• Provide support via Citrix such as configuring printers and hung Citrix sessions via Citrix manager.

• Diagnose service-related issues for end users as well as network issues using PING and Traceroute.

• Adhered to company regulations and service level agreements while developing professional relationships with associates and management

• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.

• Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
• Utilized various analytics tools to track customer behavior and optimize website layout.
• Responded to customer issues and resolved complaints by leveraging expert knowledge.
• Implemented marketing campaigns to increase customer engagement and sales.
• Enhanced product knowledge continuously through training sessions and independent research, becoming a go-to resource for customers seeking guidance on complex issues or solutions.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.