Maria Gheina Me

ABOUT ME

I have been working in the BPO Industry since 2008 for 11 years now on 2 of the largest Telecomm Company in the US.

4 years as a Technical Support Representative; 2 years as a Tier 1 Support DSL customers and another 2 years as a Tier 1.5 support handling callbacks and escalations ensuring all customers issues are resolved the 1st time they called support.

I moved 2 another company towards the mid of 2012 that provide back-end support Service Managers. Support includes invoice reviews, customized invoice reports, providing reason for outages (RFO/RCA, and creating Service Reviews.

Towards the mid of 2018 I shifted to another scope, leading a team of 10 people and this time client facing support for Account Governance. We support a total of 4000+ customers. Account Governance focuses on Client Management Relationships. The scope includes assisting customers in getting their open issues resolves, we coordinate/escalate with the Center of Excellence for Billing, Repair and Ordering are meeting their Service Level Agreements for resolve and completion. We also provide Service Improvement Plans (SIP). We practice a proactive approach, getting ahead of the customer in identifying and resolving issues before our customer’s escalate.

SKILLS