Coi Le Email & Phone Number

Greater Seattle Area

Bellevue, Wa

- As a senior support agent, primary duties include providing written and verbal technical support to external clients using LexisNexis' LAW PreDiscovery, Early Data Analyzer, and RosenTech software’s; investigating and troubleshooting complex issues involving various Windows operating systems and network setups.- Verified and test software flaws reported by clients and communicate precise reproduction steps to development team to help resolve such flaws.- Handle Escalated issues that are passed up from Tier 1 members.- Provided troubleshooting and assistance to resolve issues in mission critical environments.- Work with the sales team, development team, QA team, and training team to do research for, test for, and help resolve client issues.- Thoroughly documenting resolutions in the internal ticketing system; coordinating with development and QA to investigate software bugs.- Involved in interviewing and training new employees to prepare them for supporting multiple applications and handling client calls.

Bellevue, Washington

- The primary focus includes reviewing consumer credit reports, reviewing upgrade eligibility, assigning security deposits, performing customer account activations, customer account maintenance, reconnecting disconnected accounts and basic Tier 1 troubleshooting inquiries. - Review and validate both Consumer and Business faxed documents via WFM (Work Flow Manager)- Provide Activations and Account Maintenance to all sales channels (Direct, Indirect, and Telesales, as well as with the customer for specific call types.- Knowledge of credit processing and the ability to interpret credit bureau data and policies.- Ability to take large amounts of multi-faceted data and create insightful and meaningful information to be used in business decision making. - Responsible to make sound business decisions when reviewing applications in order to help grow Verizon Wireless business while balancing the credit worthiness of a potential customer.- Thorough understanding of key performance metrics, how they impact performance and help ensure the appropriate tools are being used to effectively drive consistent result. Able to be maintaining leading in performance metrics measurements month over month.

Renton

- Collaborated with Service Manager and served as customer care representative. - This position saved the company $2000/ month by not outsourcing to a third party company.- Surpassed companys customer service goals and expectation each month averaging higher than a 95% on customer service assessments.- Processed account receivable deposit with companies sells (Parts, Service Repair, and Auto Sales).- Posting of deposit board, Balancing account schedules, and managing write-offs - Helped customer with cancellation of warranty claims: Mediate confrontation situations and resolved customers complaints.- Title Clerks Assistant: Dealing with Licensing (Auto) with occasionally traveling for dealer trades.