Update summary for call centre

content/resume/_index.md

@@ -6,12 +6,12 @@ draft: false
 
 {{% resume/section "Summary" %}}<!--- {{{ -->
 
-Customer-focused Technical Support professional with 
-Tier 1/2 experience, strong de-escalation and clear 
-communication skills, and a track record of faster 
-first response, fewer escalations, and tighter SLAs. 
-Comfortable handling high-throughput ticket queues, 
-documenting fixes into KBs, and translating technical 
+Customer-focused call centre professional with
+Tier 1/2 support experience, de-escalation, and clear
+communication, delivering faster first response,
+fewer escalations, and shorter resolution times.
+Comfortable handling high-volume phone/chat/email queues,
+documenting solutions in a knowledge base, and translating
 issues into plain language for non-technical users.
 
 {{% /resume/section %}}<!--- }}} -->
@@ -21,7 +21,7 @@ issues into plain language for non-technical users.
 {{% resume/work-experience name="Red Hat" 
 title="Technical Support Engineer Intern (Tier 1/2)"
 languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
-date="May 2023 — Aug 2024" %}}
+date="Aug 2023 — Aug 2024" %}}
 
 
 - Delivered **Tier 1/2 frontline support** for CI/CD