Yolisa Botomani

• Provide exceptional support to end users by expertly diagnosing and troubleshooting hardware and software issues through effective communication via phone, email, and help desk tickets
• Deliver a single point of contact Support service via CC Service Desk, receiving incidents and service requests from Service Desk Portal, telephone and e mail.
• Analyze any given problem, diagnose it and find its root cause, then either solve it or escalate to the line manager
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Serve all channels used by the users, such as telephone, email, virtual agent, and Enterprise
• Basic-to-Intermediate Computer Hardware and Software and TroubleshootingService Management
• Basic-to-Intermediate Networking and Troubleshooting(ESM);
  

• Ensure that the client incident information pertaining to 1st line service desk support escalations is valid, accurate and easy-to-understand
• Perform in-depth (2nd line) technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements
• Provide high quality service during customer interactions, and ensuring the client is well informed about the problem, resolution timelines and timeous feedback on all stages
• Liaise with service desk and application support teams to facilitate incident resolution

• Execute and negotiate follow-through of implementation of investments,tax planning,debt management,estate planning,life covers planning ,funeral ,retirement annuities,saving plans and other tasks quoted to clients.
• Life insurance customer service and assurance administration .
• Comply with all regulations industry rules and

Solicit clients actively and referrals via telephone ,email

• Maintain proper documentation following pre-st guidelines established management. by compliance

• I helped businesses with their banking needs, providing services such as loans and credit lines.
• Fostered a strong financial relationships with business clients, advising them and driving business growth.
• Develops, manages, and expands business relationships with a portfolio of customers.
• Focuses on acquisition, sales, service, account planning, and risk mitigation.