ralpheduard

Delivered exceptional client support through email, live chat, ensuring prompt, clear, and professional communication across global time zones. Addressed client inquiries and resolved issues efficiently using secure platforms like Zendesk. Reviewed and verified client documents for authenticity and compliance with KYC and AML regulations. Processed client applications, ensuring accuracy and adherence to compliance standards. Investigated discrepancies in client submissions and requested additional documentation when necessary. Collaborated proactively with the team to drive mutual growth and contributed ideas to improve workflows and customer satisfaction. Awarded Most Improved Specialist for the month of February.

Compiled and analyzed weekly and monthly performance reports to assess and improve teammate productivity and service quality. Identified trends and recurring issues through data analysis, escalating persistent quality concerns to management for strategic resolution. Verified the effectiveness of corrective actions and implemented solutions, ensuring sustainable quality improvements. Led regular calibration sessions with teams, including side-by-side task monitoring, real-time feedback, and coaching sessions to align quality standards. Developed and maintained detailed process documentation to support operational consistency and compliance with industry regulations. Designed and executed comprehensive test plans and quality assurance protocols to ensure product reliability and adherence to standards. Recognized as Top Quality Analyst (March 2022).

Delivered exceptional customer service by responding to inquiries via phone and email, resolving issues efficiently while maintaining a high level of professionalism and empathy. Investigated and analyzed customer feedback to uncover trends, pain points, and opportunities for service improvements, contributing valuable insights to management. Collaborated cross-functionally with internal teams to implement process improvements based on customer insights. Recognized as Top Teammate (April 2021).

Provided Tier 1 and Tier 2 technical support to end-users (remote and in-person) for hardware, software, and network-related issues, improving issue resolution time by 20%. Documented and maintained IT support procedures, knowledge base articles, and troubleshooting guides, leading to a 15% reduction in recurring support errors. Offered hands-on training and technical guidance on enterprise IT applications (e.g., Microsoft 365, VPN tools, ticketing systems), enhancing overall user proficiency and reducing repetitive help desk inquiries. Successfully managed the full lifecycle of IT assets—including procurement, deployment, maintenance, and retirement—to ensure accurate inventory tracking and cost efficiency. Implemented streamlined asset tagging and tracking systems, reducing inventory discrepancies by 30% and improving audit readiness. Collaborated with cross-functional teams to optimize asset utilization and ensure compliance with company policies and licensing requirements.

Delivered expert-level technical support to customers via phone and email, effectively resolving escalated issues related to hardware, software, and network connectivity. Provided in-depth support for desktop, laptop, and handheld device concerns, including setup, configuration, and maintenance. Diagnosed and troubleshot complex wired and wireless connectivity issues, ensuring minimal downtime and a seamless user experience. Recognized for exceptional performance and earned Top Support Specialist award for two consecutive quarters.