• Scheduling all appointments including but not limited to; Installations, Sales appointments, technician’s routes, company events for our local facility, and meetings with management/customers.• Filing information for customers with confidential information that is time sensitive. i.e. contracts, social security numbers, personal voided checks, etc. • Create and run manual reports of progress of the branch for management.• Create documents/folders to present to the technicians to ensure their installations/service calls are successful and they are prepared. • Pull equipment from the warehouse and “stage” each job for the technician at the beginning of the day.• Answer phones within 2 rings (measurable statistic) and answer questions from customer service, customers, technicians, local business, etc. in reference to billing, service calls, and/or a topic where branch assistance is needed. • Helps with other odd jobs when needed by other staff members such as; delinquency calls (collections), keeping track of and assisting with National Accounts and Local Key Accounts, juggling multiple customer accounts and being aware of each scenario when questioned, etc.-supervise all installations from beginning to end including technicians, closing/completion of job, and ensuring that the agreement is sold properly by sales.-part of the mentor program, sales support program, lka specialist

• Provide quality customer service by the standards of the company and to ensure first call resolution as well as exceed the customers standard for their overall experience.• Meet a set of goals on a weekly, monthly, and quarterly basis by being proficient and efficient.• Be susceptible to change at any given moment and succeed with given changes.• Answer all calls within 59 seconds• Deescalate angry customers with empathy and understanding.• Handle all billing calls including but not limited to; collections, pro-rated bills, billing corrections, and average billing. *part of the welcome team and mentor program

3rd party Customer service representative for two different projects; both AARP and AT&T U-verse

• From 10/2009-08/2011 Worked full time providing impeccable customer service to all guests throughout any interaction.• From 10/2009-08/2011 Knowledge base on all products and services provided by the company as well as capability to train incoming employees on procedures and policies.• From 10/2009-08/2011 Capability to run custard machine, open and close store, work drive through, and run the lobby efficiently and productively,• 06/2013 was asked by the general manager and Regional manager to come back to the store on Sundays to help run the cake program at the store in Derby due to my creativity and success with the program during my previous employment.