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Update summary for call centre

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Kevin Mok
2025-10-22 11:34:42 -04:00
parent 19908428be
commit 22f9f7951a
2 changed files with 8 additions and 8 deletions
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14
content/resume/_index.md
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@@ -6,12 +6,12 @@ draft: false
{{% resume/section "Summary" %}}<!--- {{{ --> {{% resume/section "Summary" %}}<!--- {{{ -->
Customer-focused Technical Support professional with Customer-focused call centre professional with
Tier 1/2 experience, strong de-escalation and clear Tier 1/2 support experience, de-escalation, and clear
communication skills, and a track record of faster communication, delivering faster first response,
first response, fewer escalations, and tighter SLAs. fewer escalations, and shorter resolution times.
Comfortable handling high-throughput ticket queues, Comfortable handling high-volume phone/chat/email queues,
documenting fixes into KBs, and translating technical documenting solutions in a knowledge base, and translating
issues into plain language for non-technical users. issues into plain language for non-technical users.
{{% /resume/section %}}<!--- }}} --> {{% /resume/section %}}<!--- }}} -->
@@ -21,7 +21,7 @@ issues into plain language for non-technical users.
{{% resume/work-experience name="Red Hat" {{% resume/work-experience name="Red Hat"
title="Technical Support Engineer Intern (Tier 1/2)" title="Technical Support Engineer Intern (Tier 1/2)"
languages="Ticketing/Triage, Knowledge Base Writing, De-escalation" 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 - Delivered **Tier 1/2 frontline support** for CI/CD

2
static/pdf

Submodule static/pdf updated: 6d0677da34...fba98c3a24