Held a position as POC (Point of Contact). Monitor the work flow of the daily assignments to determine where help is needed. Reassigned team members to cover jobs and tasks. Work escalated issues as needed for the West Division Management team. Trained new hires and handled multiple issues simultaneously.Troubleshoot various provisioning and service issues for Cable/Phone/Internet. Take external customer calls for Wireless support and phone no dial tone issues. Take internal customer calls for Help Desk support for our Billing System order entry, procedures, policies, product knowledge & general trouble shooting. Work the Remedy ticket queues to troubleshoot various provisioning and service issues for CDV/HSI. Work IChat’s for Tier 2 Agent Empowerment & WOM (Work Order Management). Schedule trouble calls when troubleshooting didn’t resolve issue & canceled trouble calls when issue was resolved.

Received paperwork from drivers delivering freight that will be shipped up to Alaska. Entered into the computer, processed paperwork, labeled accordingly if there was hazardous materials for dock workers to receive. Once freight was received, reprocessed paperwork with any exceptions like damage, piece count and weight discrepancies. Then I would code and rate the product for proper billing. Also contacted customers when their shipments were ready to be picked up.