Adele Marsh Email & Phone Number

● Troubleshoot technical issues (investigate SQL databases and computer network issues)● Teach customers how to use inventory product● Recommend upgrades and/or add-ons to help customers grow● Creating and managing upgrade/renewal campaigns● Recommending upgrades and/or add-ons to existing customers to provide added value● Recommending engagement and retention strategies● Helping save cancelled accounts (delinquent and voluntary churn)● Gather feedback from customers and share with leadership and product team● Discover software bugs and help find solutions● Help suggest ways to improve communications, culture and growth with the company

●Lead the onboarding/retention team. Assigned tasks to other team members and managed day to day responsibilities. ● Leveraged strong soft skills while resolving customer concerns resulting from customer satisfaction surveys. ● Review, investigate and devise follow-up action on all FCC complaints within strict deadlines to avoid fines and provide clarity to complainee/FCC. ● Within the retention team identified causes for customer churn and worked with management to propose and implement solutions to reduce churn. ● Liaised with the marketing team and provided support for outbound marketing campaigns ● Assisted customers with a level of empathy, courtesy and professionalism above and beyond the expectations clients have for a customer support experience. ● Maintained an accurate database of all new Ting mobile accounts in order to proactively reach out to every new client and make sure they were educated and informed about Ting Mobile's account and billing systems. ● Managed priorities on a fast paced customer service campaign while navigating multiple pieces of proprietary software. ● Provided campaign level support for system issues, and helped other advisors solve complex inquiries. ● Worked with the Training team to provide support, training and QA on new hires. ● Supported the Security team in determining fraudulent accounts.