Paea Veikoso

Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in Customer Service environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 3 years of experience in Customer Service space. Demonstrated abilities in solving complex asks and time sensitive problems on a regular basis. Adept at helping countless of Microsoft FTE/Teams with vetting needs. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer service and working in 24/7 uptime environment whether that be internally or external customers.

• Supervised team of 2 staff members.
• Achieved 100% ticket SLA while being the only team member active for 3 months.
• Ensured that the team was able to keep ticket SLA at 98% each month.
• Used Microsoft Excel to develop tracking spreadsheets to track our ticket numbers, SLA, vetting instances, vetting processes.
• Collaborated with multiple MS teams of 10+ in supporting the vetting space within Microsoft. Providing customer service for the MS Teams/FTE that used our vetting services.
• Helping with two large vetting cycles and ensuring the team maintained a 98% Support Ticket SLA.

• (Skillspire) Intro to Data Analytics Training - (11/2020-2/2021)

The reason I believe why I’d be a great fit for the role is I’m a fast learner, I’ve been able to work independently within the first month of my support position. On my second month of being on the team I had team members that have been on the team for longer than me on guidance for certain tickets. I’ve been supporting multiple internal teams across Microsoft with high quality customer service. I’ve been able to achieve 98% ticket completion SLA for majority of my time on the support team. I also work with countless of Microsoft FTE to ensure vetting is completed within an appropriate time frame as the onboarding process is very crucial to the deals said companies are in. I’ve always stepped out of my support bounds for the sake of ensuring all needs are met for the hundreds of MS FTE/Teams we help support. I am currently in the process of getting my “Customer Service” certificate through LinkedIn to cement what I’ve already learned as a Support Agent as well as a Data Analyst within my current position.

I’m also working towards more certifications to ensure my quality of work/knowledge improves. I have many contacts within Microsoft that are willing to vouch for my quality of work and the extra effort I put into my current position for team success. I believe that when in a customer service role, we will always learn something new and to build upon that newfound knowledge and to ensure other team members are aware no matter how complex or easy said task. Hence why I’ve stepped up and have helped with the training of new team members and the technical writing of our process documentation so that we have a work instruction for future team members.

I help other excel within the team, I ensure we are all succeeding within our roles. I believe that team effort is a key factor within Microsoft hence why I’ve strived to accommodate as much as I can to our teams in different time zones. Hence why I’ve been able to help this team achieve 98% Ticket SLA in the 3+ years in my customer service/data analyst role at Affirma/Microsoft.