Responsible for onboarding new business clients with our advanced voice retail products. Single point of contact from beginning to end ensuring install in successful. Coordinating tasks from sales to technical operations.

Responsible for overseeing, coordinate, and manage a team of 12 technical support agents. Monitoring attendance, performance, and ongoing development. Provide weekly coaching and training to my direct reports. Monitor representative performance to ensure professionalism and accuracy. I also conduct annual performance appraisals.Responsible for setting productivity standards and goals; monitors daily/weekly/monthly progress towards goals. Identify performance gaps with representatives and conducts corrective action when needed. Coordinate and schedule work assignments relating to subscriber inquiries, support calls, and complaints. I handle difficult customer inquiries and complaints referred by all regions and divisions of Comcast.

Responsible for overseeing, coordinate, and manage activities of a staff of 15, monitoring escalations, attendance and quality assurance. Provide ongoing training and development of existing staff. Expert knowledge of all aspects of banking, retail, consumer lending, wealth management, online banking, small business banking.

Handled inbound inquiries regarding mortgages, hud statement analysis, escrow distrobution, tax liens, foreclosure and amortization assistance.