Rosa Leyva
A proactive customer success expert who leverages novel methods to empower organizations in realizing their strategic goals.
- Role
- Partner Helpdesk at Broadcom
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Rosa Leyva
Broadcom help companies worldwide drive enterprise-wide productivity, offering…
Experience
Partner Helpdesk
Feb 2024 — Present · HQ Palo Alto, CA, US
Provide assistance and troubleshooting for software and hardware issues related to Broadcom products and services.• Respond to customer inquiries via phone, email, or chat, ensuring a high level of customer satisfaction.• Created and managed support tickets using internal ticketing systems, tracking progress and ensuring timely resolution of customer issues.• Conducted thorough troubleshooting and root cause analysis to minimize future incidents and improve system reliability.• Assisted users with account management tasks, including password resets, account creation, and access permissions, while maintaining security protocols.• Provided training and mentoring to new team members, sharing best practices and technical knowledge to enhance team performance.• Monitored ticket resolution metrics to ensure service level agreements (SLAs) were met and contributed positively to team KPIs.• Worked collaboratively with cross-functional teams, including engineering, sales, and product management, to relay customer feedback and assist with product improvements.• Created detailed troubleshooting guides and FAQs based on recurring issues to empower users in self-service resolution.• Educated users on proper use of software and hardware, enhancing user competency and reducing future support requests.• Utilized virtual assistant tools to automate repetitive tasks, increasing efficiency and allowing for a focus on more complex customer issues.• Participate in special projects or initiatives focused on enhancing the help desk operations or implementing new technology solutions.• Assisted in Quotes, Electronic Service Delivery licenses, Invoices, Contracts, and Deal registrations.
Education
Ashland University
Bachelor’s Degree, Business Management
Ashland University
Associate’s degree, Communications
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