● Provided guidance and leadership for staff to ensure employees achieved customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.● Responsible for all daily tasks for a team of 18, including hiring/firing process, training, quality assurance, team building.● Assist clients directly via telephone and e-mail to resolve technical issues while meeting the customer service expectations of Broadview and its clients.● Respond to Manager level escalation requests.● Handle team conflicts independently, consulting with human resources as needed.● Responsible for 24-hour on-call rotation ensuring proper coverage after-hours and on weekends.● Maintained quality controls/satisfaction records constantly seeking new ways to improve customer service.● Monitored ACD call volume for inbound customer calls/technician calls to ensure a high level of service.● Examine team’s workload on a daily basis, graded on a quality assurance level and continually discuss where improvement is needed.● Analyzed daily and weekly reports, examine data and suggest opportunities for a more effective customer service experience.● Review spreadsheets, analyze MTTR numbers and make recommendations for improvements.

Managed service and repair operations for a $300m per month customer portfolio. Created and implemented an automated solution for customers to monitor and track all service requests (moves, add's and changes) which led to increased processing and efficiency. Managed service request workload to ensure positive customer experiences.

Advanced to increasingly responsible positions, culminating in management role with oversight for a full service customer care team. Directed 32 employees and managed all aspects within the department. Maintained high standards in customer care and satisfaction, complied with company standards.Responsible for day to day operations of the customer operations department.