• Employ knowledge of communication technologies, internal tools, systems and procedures to activate and troubleshoot live and OTT video, high-speed internet, telephony, and home security services.• Troubleshot and resolved complex technical issues in a timely and efficient manner.• Assisted field technicians while in customers homes or businesses with software, hardware, and network related issues.• Facilitate weekly team meetings and best practices courses as needed.• Maintained yearly average metrics, 100% tech interaction, 100% quality assurance, 98.5% resolving issues in the first interaction, 97% schedule adherence.

• Successfully managed the day-to-day operations of a busy office, including organizing and coordinating meetings, filing, and other administrative duties.• Maintained accurate records for all office activities and transactions.• Assisted with the preparation and distribution of meeting materials and documents.• Supported the office with various projects and tasks, such as data analysis and research.• Developed and maintained positive relationships with outside vendors and other stakeholders.

• Ensured that rules of conduct were adhered to during each call.• Monitored agents recorded conversations that were subject to quality assurance policies and screening.• Completed weekly progress reports on monitored agents.• Work hand in hand with team leaders to improve teams performance.

• Sold insurance policies to businesses, including automobile, fire, life, property, medical and dental insurance, and specialized policies, such as marine, farm/crop and medical malpractice.• Inbound & Outbound calls to policyholders to deliver and explain current policy, as well quotes for new policies.• Submitted forms to obtain binder coverage.• Collaborated with other departments to ensure timely and accurate processing of client claims.