Responsible for providing a seamless delivery of problem resolutions to the customer who encounters technical online issue with online banking website, mobile banking, billpay, and additional services Responsible for taking direct calls from internal bankers representing a variety of Lines of Business, assist in resolving online issuesUse of various internal systems to review customer details, research and resolve customers issue. Offer products and services to assist customer with ongoing financial needs. Meet metrics while maintaining high call quality standards

Responsible for handling the overall operation of the help desk.Managed attendance: including timeliness in arriving/departing from work as well as returning from lunch and breaks, making sure help desk has adequate coverage at all times. Overall management of help desk tickets: made sure all tickets were completed within the timelines according to the policy and procedures and the severity of the calls. Phone queue: managed phone queue making sure all calls are be handled efficiently, and customer issues are being addressed in a timely manner. Customer complaints:responsible for customers complaints being addressed and resolved in a timely manner. Reviewed and analyzed daily reports: Reviewed daily reports of previous dayGenerated reports: Generated all reports for daily review Monitored Web Stats: Monitored the Stats of Calls monitor stats of all incoming and outgoing calls. Quality Monitors: Monitored quality of agents including the handling of policies and procedures Quarterly Assessments: included review of attendance and punctuality, ensured call metrics development met or exceeded goal

Provided inbound telephone support for customers primarily in the first 45 days of purchasing new service or equipment Resolved complex customer issues that included, billing inquiries and technical support within the first 45 days of plan purchaseIdentified opportunities to upgrade service for data and texting plans added lines or extend contracts on other devices, provided basic/advanced troubleshooting with 3rd party applications such as Facebook, Gmail and Twitter

Developed trainees to meet the expected performance measures.Provided feedback to employees on their performance metricsConducted quality monitors of customer and employee calls Responsible for data collection, creating/producing performance reporting utilizing statistical methodologies.Conducted team huddles daily to ensure accurate and timely communication of client anissues to and from the team.Maintained transaction reports and attendance and time records.Conducted and delivered performance reviews including disciplinary actions and counseling as appropriate.