Veronica Correa

• Consistently respond in a professional and courteous manner to all channel inquiries.

• Properly triage and handle a diverse set of technical customer inquiries and resolve or escalate to appropriate parties/departments to ensure customer satisfaction and resolution, while meeting and exceeding all performance standards.

• Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable departmental guidelines and requirements.

• Thoroughly researches issues and takes appropriate action to resolve technical issues within the established departmental service level agreements and quality standards and/ or escalates to the Technical Support Analyst Intermediate as needed.

• Appropriately escalate growing trends and issues to the Technical Support Analyst Intermediate as needed.

• Create delightful customer experience by setting proper expectations and consistently following through with end- users

• Stay proficient on all departmental application training, product releases, customer skills, internal systems/tools and other concepts required to provide effective and timely technical support.

• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.

• Assists Technical Support Analyst Intermediate as needed.

• Adheres to all company and departmental processes and procedures

• Responded to customer requests for products, services, and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Performed root cause analysis to identify and resolve quality issues and defects.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
• Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
• Collaborate with associates to develop an action plan.