Dylan (Blake) Vaughan Email & Phone Number

Colorado Springs, Colorado, United States

Rebuilt customer relationships by identifying unstated needsCalmly assisted customers who may be angry or upset by maintaining a calm demeanor, understanding customer needs and finding solutions to their problemsDemonstrate ownership of customer experience by actively listening and understanding their concerns.Assisted Customers looking to disconnect services and retain themAssisted customers looking to make bill more affordableAssisted customers by selling services that better suited their needs

United States

Create and email invoices using Zipbooks.Run invoice reports monthly.Communication with customers regarding deposit due and balance due.

Colorado Springs, Colorado Area

• Acted as the primary billing and technical contact for Microsoft Azure Commercial Customers• Delivered advanced technical troubleshooting and problem-solving solutions for high billing corporate customers including issues escalated to the highest level of management• Collaborate with subject matter experts and escalation managers when additional support is needed. Provided root cause analysis and recommendation of solutions of issues for future issue prevention. Worked with documentation team as necessary to document issues. • Researched Microsoft Azure customer billing and technical issues and followed up in timely manner with recommendations and action plans.• Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved• Attended supplemental training to improve performance and develop specialization.• Received high customer satisfaction ratings.• Received Microsoft certification

Colorado Springs, Colorado Area

Rapidly promoted 2 times in 3 months, due to excellent customer service. • Billing Support: Assisted customers with complex billing issues in inbound call center. Achieved #1 ranking on site within 60 days on the job. • Technical Support: Assisted customers with complex technical internet and cable issues in inbound call center. Resolved customer issues satisfactorily while adhering to company policies and state and federal regulations. • Top Site Performer: Consistently ranked in top 5 for all agents in the site.• High Customer Satisfaction: Held highest Customer Survey score average for first half of 2018• Team Development: Assisted team members with their questions through walking the floor and our help line system. • Quality Control: Reviewed employee calls and provided feedback on those calls. • Part of Special Call Queue: Handle Bulk Accounts for apartments that WOW provided service to residents.