Andrew Peer Email & Phone Number

Rochester, New York, United States

Oversees implementation of simple and complex network projects for customers with one site or many.Serves as customer main point of contact and manages their expecations through the life of the project while problem solving and communicating technical needs to the appropriate Windstream teams, vendors and contractors to ensure successful install.Lead weekly calls, forming project implemenation plans, maintaining documentation to ensure timely install.

Rochester, New York, United States

• Work complex orders using M6, Nexgen, Jira, and Winforce following numerous, always evolving processes.• Reaching out and working with employees from all aspects of the company to find solutions for the customer.Taking on large projects of with sometimes hundreds of locations and delivering orders in a timely manner.Always advancing my knowledge of processes and becoming a go-to point person for cross-network, Cams and government orders.

Rochester, New York Area

• Joined customer relationship team to gain leadership experience and take escalations• Resolving customer technical and billing concerns, de-escalating several customers every day while continuing to meet and exceed demanding performance metrics• Frequently sat in for supervisors as a team point of contact to lead the team and take escalations.• Monitor and respond to feedback and support issues from escalated customers• Directly interact with our customers to impact experience, resolve concerns and drive positive perception and word-of-mouth for our brand and products.• Use tools and resources to respond to customers and collaborate with team members.• Leverage reporting to make informed decisions regarding employee efforts, designed to build and foster the team and relationships.• Identify, recognize and provide trends feedback back to upper Management

Rochester, New York Area

• Assist L1 agents to troubleshoot various customer problems with Kodak products and software.• Handle technical issues escalated by L1 agents as well as supervisor requests.• Document solutions tried and report new solutions to a database to be used in future troubleshooting.• Work in team environment with a research team and consumer advocates to ensure all customer issues get resolved.• Train and coach Level 1 technical support agents.• Document problems and solutions in a fast paced environment.