Sia Wishbringer

2020-08 – Present

Financial Services Company, St. Pete, FL

Internal Promotion

Promoted from Level 1 to Level 2 upon direct hire for consistently maintaining highest accuracy rates, First Call Resolution (FCR), and CSAT scores.
Development Liaison: Lead specialized projects for an advanced technical team, bridging Financial Advisors and Development teams to resolve proprietary application bugs.
Log Analysis: Utilize Splunk and SQL Query to perform deep-dive troubleshooting, isolating technical flaws for rapid patching.
Agile Integration: Apply Agile principles to manage project workflows and ensure seamless user experiences.

2019-12 – 2020-08

Financial Services Company, St. Pete, FL

Frontline Support: Provided Level 1 technical support across the enterprise (Android, iOS, Windows 10/11, MacOS, Ivanti, Intune).
Technical Resolution: Managed high-volume inbound calls with a focus on rapid issue identification.

2013-08 – 2019-11

Concentrix, Tampa, FL

Operational Turnaround: Architected a Continuous Feedback Loop via daily monitoring and real-time coaching, transforming the lowest-performing team into a top-tier unit within one quarter.
Interpersonal Coaching: Leveraged EQ and Active Listening frameworks to mentor agents, directly boosting CSAT and FCR.

Experience