Having eight years of experience in IT solutions, customer support, and webinar management as a Senior Analyst-Tech Customer Service and the Events Team Lead for BlueJeans by Verizon, I would provide technical consultation, risk mitigation, and direct support to large scale customers during high-profile webinars. In my latest role, I was responsible for a small team of Events specialists. It was my responsibility to confirm assist requests, schedule coverage, and ensure proper support was given. As the team lead, I was in charge of creating and conducting training for new specialists, as well as ensuring my team was up to date with all changes and updates to our platform. While leading the team, I was responsible for high level events with some of our largest clients. It was my job to ensure the customer was taken care of before, during, and after the webinar by providing them with best practices and a risk assessment of potential issues. During their webinar I was available for immediate assistance and to answer any questions that may arise.I am motivated by working with each customer to provide a well-crafted experience that shows the best parts of our platform and shows the importance of our customer service. I take a proactive approach to managing my team and building a family-like environment, which helps limit inefficiencies. A key part to any successful team is collaboration; whether it is working within our team to improve processes, or working with our Tier 2 agents to help get answers to a customer. I made it a point to work with all teams within our company to allow seamless assistance for our customers and internal collaboration for us.
