Listening to and evaluating about 26 agents(26 calls) from our partner outsource centers while taking an active role in improving the quality in retention(saving of customers), Customer Service(any billing or fulfillment needs), Language Verification(making sure that the reps speak good enough English that customers can understand them) and collections(reps that called to collect on past due accounts) lines of service. Running pre-calibration calls for saves with partner companies to verify that the partners are grading properly for the Quality Assurance departments.

Retain customers who have charter cable and internet services. Handled anywhere from 30 to 40 calls per day as a rep for technical issues for all cable services. Handled any billing issues and changes of service to customer accounts that were required. Took Supervisory calls that were escalated to me as a lead that a rep was not able to handle. QA for my team at times as required.

Handled around 120 to 130 of DirecTV customers satellite equipment problems. Answered satellite advanced technical(such as reprogramming remotes, error codes and/or billing questions) as a Tier 2 customer service rep. Trained tier 1 reps in hd and dvr equipment and policy to become a tier 2 rep. As a trainer had to write evaluations for reps that did not pass and for change in polices. Supervisory responsibilities such as meeting with mangers and writing evaluations when sup was on vacation as center wide sub-supervisor.

Resolved customers’ billing and technical issues, including payments, and change plans for Sprint PCS customers. Promoted to team Captain which included quality assurance assessments and taking escalated supervisor calls.