Conducted routine and ad-hoc data collection, queries, and reporting to support analytics projects and strategic business planning. Developed workflow solutions, reviewed internal documentation for accuracy, and communicated insights across organizational functions to enhance performance metrics and decision-making processes.Selected Accomplishments:• Improved Data Accuracy: Performed comprehensive data queries and reporting, improving accuracy of analytics projects 30%, thereby enhancing decision-making processes.• Enhanced Workflow Efficiency: Developed and implemented workflow solutions that increased overall performance 25%, streamlining operations and reducing process bottlenecks.

Problem-solved for support staff at all levels, including leads, supervisors, managers, directors, and VPs, within and outside of Internet / Voice Repair group. Played pivotal role in identifying solutions for tool issues, process breaks, and unique customer problems while submitting change requests and providing critical feedback to various operational teams. Created and maintained guides and managed support tickets to ensure efficient technical issue resolution and enhance customer support processes.Selected accomplishments:• Leadership Escalation Guide: Created and maintained comprehensive Leadership Escalation Guide, which became essential resource for Lead team, reducing escalation times 25%.• Enhanced Tool Functionality: Identified and implemented solutions for tool-related issues, improving efficiency and lowering downtime for support staff and increasing problem resolution speed 20%.

Supported internet / voice representatives by addressing questions and needs. Assisted supervisor by supporting daily strategies and monthly metric goals.Selected accomplishments:• Metric Improvement: Provided feedback to representatives, enhancing knowledge base and performance 15%.• Quality Assurance: Assisted supervisor with monthly quality assurance monitoring and scoring, shared outcome with representatives, documented results in coaching portal, and then worked with representatives, strengthening overall team quality assurance scores 11%.

Supported new hire representatives by addressing questions and needs and provided feedback to enhance knowledge base and performance. Contributed to team strategies, communicated coaching challenges with leadership, and facilitated meetings to ensure alignment and continuous improvement.

Provided inbound video and internet technical support. Answered billing-related questions and processed payments/credits. Offered customers products and services that best fit their needs. Supported peers with customer-related problems and helped with difficult resolutions.

Managed incoming customer service calls with expertise and professionalism. Demonstrated adeptness in resolving billing inquiries and providing clarification on statement charges, interest rates, and fees. Efficiently handled document exchanges with customers via fax and email. Provided valuable assistance to colleagues dealing with complex calls and questions. Capably handled escalated supervisor calls for colleagues. Performed thorough monitoring and assessment of calls to ensure top-notch quality assurance.