Merijane Sosa
Summary
Customer support professional with significant experience in customer retention and relationship management. Adept at implementing effective strategies that drive customer loyalty and minimize churn. Known for collaborative teamwork and flexibility in adapting to changing demands.
Overview
10
10
years of professional experience
Work History
IT Support/ Retention Manager
Hulu
07.2022 - 09.2023
- Provided front-line IT support via chat, email, and video conferencing to a diverse team of remote employees.
- Documented frequent issues and created knowledge base articles to streamline internal troubleshooting processes.
- Supported onboarding and offboarding procedures including account setup and hardware coordination.
- Gained familiarity with finance tools such as QuickBooks, Bill.com, and Expensify through department support tasks.
- Remote
Communication Specialist
US Army
02.2014 - 03.2022
- Manage and triage daily ZenDesk ticket flow, accurately assessing priority and routing to appropriate team members when necessary.
- Resolve a variety of technical support requests independently, escalating complex issues with discernment and clarity.
- Maintain timely, professional communication with both internal staff and external clients, updating tickets to reflect progress.
- Coordinate approvals for requests involving external stakeholders, ensuring proper documentation and follow-through.
- Participate in cross-functional meetings to identify process improvements that boost team efficiency and client satisfaction.
- Remote and Hybrid
Education
Bachelor of Science - Cyber Security
University Of Phoenix
Phoenix, AZ01.2027
Skills
- Platforms: ZenDesk, Billcom, QuickBooks, NetSuite, Expensify, FloQast
- Software: MS Office Suite (Excel, Outlook, Teams), Google Workspace
- Operating Systems: Windows, MacOS
- Tools: Slack, Zoom, VPN clients, Remote Desktop software
Additional Information
- Committed to fostering a transparent, respectful, and efficient remote work environment.
- Comfortable with prolonged computer use and remote video interactions.
- Available Monday through Friday, flexible with time zones as needed.
Timeline
IT Support/ Retention Manager
Hulu
07.2022 - 09.2023
Communication Specialist
US Army
02.2014 - 03.2022
Bachelor of Science - Cyber Security
University Of Phoenix
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