- Handled written inquiries from business/corporate customers.- Provided copies of invoice.- Explained invoices.- Resent lost invoices.- Assigned work from a shared inbox to my colleagues

- Answered live calls and chats to provide customers with required information- Responded to written complaints- Reviewed complaints to determine whether they are within the scope of the CCTS mandate- Ensured all customer contacts are logged and tracked accurately and in accordance with the CCTS process- Supervised evening staff

- Handled written and verbal complaints received from the Commissioner for Complaints for Telecommunications Services (CCTS), Better Business Bureau (BBB), Feedback email group, online forums, telephone and in-person escalations.- Calculated and tracked cost of handling complaints.- Determined the root causes of each complaint.

- Carefully listened to the customer’s explanation regarding their technical issues(s) in order to understand the nature of the problem.- Guided customers through the necessary troubleshooting steps, following predefined ticket models.- Completed technical account modifications pertaining to the services in the administrative system when requested by customers without affecting the billing by following the established procedures.