Rachel M.

Rachel M. is a seasoned customer service and technical support expert with over 11 years of industry experience, specializing in software, hardware, and telecommunications. Currently positioned as a Subject Matter Expert at Concentrix, she mentors Tier 1 advocates, manages escalations, and collaborates with leadership to improve team performance. With a strong foundation in troubleshooting Windows and Microsoft Surface devices, Rachel has continually advanced support operations by integrating streamlined processes and enhancing documentation clarity. Her background includes significant roles at Sykes and Convergys, where she managed escalations, supervised quality interactions, and assisted with SIM activations and telecom inquiries. Rachel's technical prowess includes the use of tools such as Microsoft OneNote, Microsoft Outlook, and Microsoft Teams for efficient communication and scheduling. She holds a Bachelor of Business Administration degree from the University of San Carlos with a major in Human Resource. Driven by a commitment to continuous learning, she is eager to expand her expertise further into Tier 3 support.