Position: Team Lead
Category: Support
English level: fluent
Years of experience: 3

My professional journey has been marked by consistent growth, dedication, and a continuous strive for excellence. My achievements are not merely milestones in my career but also reflections of my commitment to deliver top-notch work and contribute effectively to my team. Over the years, I've consistently hit service level agreements (SLAs), maintained top performance levels, demonstrated unwavering support for my team, and gained critical technical certifications.

Consistent Performance

A cornerstone of my achievements lies in my consistent adherence to SLAs. Service level agreements are vital to the customer experience, and consistently hitting these targets is a testament to my dedication to service quality. This accomplishment represents not just my personal work ethic but also the collective effort of my team, underlining the importance of coordination and collaboration.

For over three years, I have maintained top performance levels, a testament to my proficiency and commitment to my role. This consistency has been the result of my continuous drive to learn and improve, coupled with a persistent focus on delivering superior service. Being a top performer for such an extended period speaks volumes about my ability to maintain a high standard of work and my resilience in the face of challenges.

Team Support and Collaboration

A pivotal aspect of my achievements has been my commitment to teamwork. There have been numerous instances when I have worked overtime to support my team. Stepping up when needed not only displays my dedication to the team's success but also reflects my understanding of the importance of collective effort in achieving common goals.

Technical Certifications

Another significant achievement is my completion of the Cloud Specialist and Xbert Support exams. These certifications encompass a wide range of technical skills, including Firewall management, VLAN understanding, and proficiency in WireShark, among others. Passing these exams demonstrates my extensive technical knowledge and my commitment to continually updating my skills to stay abreast of industry developments.
Nextiva INC, a pioneer in cloud-based communication and customer service software, has been the launchpad for my career growth over the past three years. Since joining the company as a Customer Support Representative, I have climbed the ladder to the position of Technical Support TSR 3. During this tenure, I have honed my skills, integrated cutting-edge technologies, and consistently aimed to provide an exemplary customer experience.


Starting in the customer support role was the perfect foundation for my journey with Nextiva. This position allowed me to gain a thorough understanding of our customers' needs and how our solutions could meet these requirements. My primary role involved handling queries, solving problems, and facilitating a seamless customer experience.

As I transitioned to Technical Support TSR 3, my responsibilities grew, but the core objective remained the same: ensuring an exceptional customer experience. In this advanced role, I worked closely with our premium partners and was responsible for troubleshooting a wide variety of issues, ranging from Broadsoft software glitches to deskphone hardware malfunctions. This position demanded a keen eye for detail, a deep understanding of our products and technologies, and the ability to think critically and problem-solve effectively.


My daily tasks primarily revolved around interacting with our US-based customers, understanding their issues, and providing immediate and effective solutions. This communication required a blend of technical expertise and interpersonal skills, as ensuring customer satisfaction was always the end goal.

To efficiently troubleshoot the wide scope of potential VOIP system problems, I utilized an array of advanced software and technologies. Broadsoft was integral for identifying and resolving software issues. For broader troubleshooting and system management, Oracle (OCOM) was my tool of choice.

SalesForce played a crucial role in managing customer relationships and tracking support interactions, while JIRA allowed for effective project management and bug tracking. The Unity software and Go Integrator were vital for managing calls and enhancing the overall communication process.

To automate and streamline testing procedures, I utilized Selenium. This tool was pivotal in finding bugs and ensuring that our software solutions remained top-tier in terms of reliability and performance.
Future Work Aspirations

One of my primary expectations for my future work environment is a distinct opportunity for career growth. I envision a role that will continually challenge me, offering avenues for professional advancement and opportunities to acquire new skills. My experience at Nextiva INC has shown me the importance of continuous learning, and I hope to further this in my future career.

Another expectation pertains to the work setting. As I thrive both in an office environment and when working remotely, I seek an employer who values flexibility and can accommodate both arrangements. This flexibility not only allows for a healthy work-life balance but also optimizes productivity based on individual work styles and circumstances.

Moreover, I have always been intrigued by the potentials of cryptocurrency and artificial intelligence. These are revolutionary technologies that are radically reshaping various industries, and I am keen on being a part of this transformation. The prospect of integrating my skills with these burgeoning fields presents an exciting challenge that I am eager to embrace.

Teamwork is another significant aspect of my future work expectations. I believe that collaboration fosters creativity, drives innovation, and leads to robust solutions. My previous role has taught me the value of synergy, and I aspire to be a part of a future team where everyone's contributions are valued, and collective efforts lead to the achievement of common goals.

Workplace Caveats

While it is crucial to articulate my future career aspirations, it's equally important to identify aspects I would like to avoid in my professional life. Having worked in shifts and directly with end-users in my past roles, I have come to realize my preferences lie elsewhere.

Night shifts can often disrupt a balanced lifestyle, and I seek to avoid such arrangements in my future work environment. I believe that maintaining a healthy work-life balance is key to ensuring long-term productivity and job satisfaction.

Moreover, my future career aspirations lean more towards a behind-the-scenes role, developing innovative solutions rather than directly interacting with end-users or customers. While I value the importance of these interactions, I prefer to contribute to the customer experience by enhancing the technology and systems that underpin it.