Xavier Lam
About
Detail
Tier3 Tech Support Specialist
Provincia de Colón, Panama
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work
Full-time jobs
Starting at
USD2k/month
Résumé
Jobs
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- ATechnical Support SpecialistAble AAT USA LLCOct 2022 - Oct 2024 (2 years 1 month)As a Tier 3 Tech Support Specialist at Able Applied Technologies, I provided advanced technical support for LED signage systems, electronic display systems, and POS communication systems. I handled the most challenging cases, ensuring quick resolutions and minimal downtime for clients. My responsibilities also included installing new systems and ensuring their optimal performance. Key Responsibilities: ●Advanced Troubleshooting: Resolved complex issues with LED signs, electronic display systems, and POS communication systems. ●Installation and Implementation: Installed new LED signs, electronic displays, and POS systems at client sites. ●Technical Support: Provided Tier 3 support, addressing the most difficult cases requiring in-depth exper
Fraud/Risk Team LeadOfferUpOct 2017 - Oct 2019 (2 years 1 month)I began my role at OfferUp as a Team Lead in customer service, overseeing a diverse team of agents, including those who were initially underperforming. Through targeted coaching and strategic development, I elevated all team members to become top performers, enhancing their skills significantly. Subsequently, I transitioned to the fraud/risk department, where I fostered a collaborative team environment. I led the implementation of advanced strategies to detect and address fraudulent activities, ensuring the platform’s security and integrity while further developing all agents into highly skilled and effective professionals.- Team SupervisorSupport Services GroupNov 2016 - Oct 2022 (6 years)As a Call Center Supervisor, I managed a team of customer support agents, ensuring high-quality service and achieving performance targets. I provided leadership, monitored performance, and implemented process improvements to enhance team efficiency and customer satisfaction. Key Responsibilities: ●Supervised and mentored customer support agents. ●Monitored performance metrics and customer interactions. ●Implemented process improvements for efficiency. ●Addressed complex customer issues and resolved complaints. Skills and Qualifications: ●Strong leadership and team management skills. ●Excellent problem-solving and communication abilities. ●Proficient in call center software and performance reporting.
Education
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- Master's degree, Business Administration and Management, GeneralUniversidad del Istmo PanamaJan 2018 - Jan 2020 (2 years 1 month)
- Bachelor's degree, International BusinessUniversidad del Istmo PanamaJan 2015 - Jan 2018 (3 years 1 month)
- Bachelor's degree, Logistics, Materials, and Supply Chain ManagementUniversidad Latina de PanamaJan 2013 - Jan 2015 (2 years 1 month)