- Collaborate on the development and implementation of upcoming and existing projects. - Responsible for planning, overseeing, and the completion of projects by target dates.- Work with staff and management to ensure that data entry is accurate and complete for customer accounts- Resolve any customer questions or complaints- Notify customers of upcoming service impacting projects- Travel to different markets to assist in completion of projects

- Responsible for assigning out incoming orders- Assisted in directing and overseeing team members- Resolved customer questions or complaints- Developed procedures to enhance productivity and performance

- Manage a pool of high level customer accounts- Research and answers inquiries from the customer- Help troubleshoot customer network issues from a low level to high level issues

- Designs and develops training materials, curriculum, and resources- Responsible for the training of new hires- Mentors, leads, and directs the work of others- Monitor progress of trainees during training and coach for improvement- Research and answer inquiries from Call Center personnel to improve knowledge and understanding to aid in job performance

- Efficiently managing escalated customer trouble issues and ensuring SLA's are completed- Provide technical support primarily to employees and customers. Answer and log incoming calls, troubleshoot problems and resolve Tier 1 technical (hardware, software and phone) issues- Track repeat calls from end users for possible training needs and conveys trends to designated employee or department. Also identify recurring issues with hardware, software and phones so appropriate patches/repairs/communications can be generated.- Lead training initiatives for CSR groups and after hour support- Monitor System alarms and work closely with NOC (Network Ops) to get any issues resolved- Work with platforms such as Calix, and Zhone, AdTran, Aastra IP Phone, and VDSL Platforms

- Primary job was to provide outstanding support to customers over the phone with sign ups, trouble tickets, service orders, and general questions- Interact with Sales Staff to complete quote requests- Process Incoming orders for new installation, including provisioning equipment, scheduling and billing for services- Troubleshoot phone, TV and internet issues

- Was responsible for the daily readiness of call center applications including, but not limited to, the implementation of collection strategies, creation and optimization of inbound and outbound services, IVR, monitoring of real time production standards, production of daily reports, troubleshooting of production issues and minimization of system downtime.- Monitor day to day operations to ensure call campaigns are fully functional and monitor for campaign completeness to minimize idle time throughout the day and increase overall agent utilization.- Analyze seasonal and intra-week trends and utilize analysis in work schedule changes and dialer campaign development recommendations to business leaders- Creates and analyzes production reporting regarding the dialer strategy in an attempt to provide feedback to the Call Center management staff to optimize collections hours, staffing, and to provide a strategic approach to portfolio management.- Worked with Blue Pumpkin program (Verint) for scheduling and agent tracking

- Primary job was assisting delinquent borrowers to either reinstate or liquidate their loans- Educated borrowers on options and assisted them in reaching their goals, with a loan modification or liquidation of the property- Duties included taking financials, gathering documents and submitting complete packages to Underwriting- Worked with Conventional, VA and FHA loan, as well as knowledge in the Making Home Affordable program