After ranking 1st in 3 consecutive quarter reviews i got promoted to be T2 order support leader. During the period of leading order support we started with only one tracker. I could manage to create clear procedures, SOPs, POCs, trackers, dashboards, and insight cards for team and individual analysis, of course all of which were not going to be there without my teammates. We handled cancellations and returns, contacting the fulfillment partners and third parties, and following up with the warehouse team to ensure all of the assigned units have reached our distributors, retail stores, third parties, and direct orders from the website.During the time of leading the team, i have focused on improving the performance in all aspects/attributes ( productivity, QA, AHT, FRT, FCR, Win-back rate) as well as the goals for each individual, as a result the team always exceeded the expectations, we have two members from the team got promoted to be team leaders, 1 got promoted to be QA coach, and 1 mentor. We also we’re short staffed due to the promotions we have internally as many members got promoted already, and it takes time to open a vacancy for our team, going through the assessment phase and interview phase, however, we could manage to maintain the same performance with only 25% of the headcount we used to have, and that was a very good sample as the remaining members kept working with the same passion, we were rushed with a huge volume of tickets and a lot of backlogs in addition to the tickets that were handed over for the members who got promoted, but the team was very happy for the others, kept their passion and worked very hard with no complaints and carried the department on their shoulders, working overtime and canceling days off and withdraw their Annual/casual leaves without being asked. And I think that would indicate how we could handle it all as a team!This team actually added to me a lot, and I'm always honored I worked with them!

After passing the certifications and the probation period, I got promoted to a senior associate in the Order Support team which was mainly responsible for cancelations, returns, and logistics.

I started as a representative for Tempo after the training, certification supporting client requests via Calls, chats, and emails.

I worked as a customer service representative handling all billing and technical inquiries (landline, cable service, and internet) for residential and commercial accounts for Suddenlink and Optimum maintaining good performance in all aspects as much as I could

I have worked as a customer service representative handling all billing inquiries for landline, internet, broadband, cable service, and up-selling for AT&T.