• Investigate fraud alerts on business and residential customers through inbound and outbound point of sale (POS) calls, correspondence and various other tools.• Make decisions on suspending, disconnecting services and issuing credits based on fraudulent activities.• Update various databases and systems with information associated with fraud as well as coordinate with departments regarding fraudulent activity, reestablishment of service and verification of legitimate customer usage.• Assists internal security and various other departments in investigating suspected fraudulent activity.

Pre-pharmacy student

• Conduct analysis and troubleshooting via telephone and smartchat with technicians and customers• Works with outside vendors and affiliated groups to help restore television, internet, and phone services• Cultivating customer relations while resolving any service issues that arose and ensuring customer satisfaction in a timely manner, and generating repeat/referral business that significantly boost sales profitability• Assists with manager escalations to provide a solution for troubled customers• Participates in one on one sessions with new Tier II agents to assist with the learning curve

• Handle a broad array of intermediate duties in rendering leadership and strategic supervision to highly motivated and peak-performing customer associates responsible for providing DSL Tier I technical support• Manage daily workforce management activities by monitoring CAs on long calls and providing appropriate assistance via peer coaching and feedback• Facilitates designated troubleshooting training and hands on coaching intended to enhance the CAs knowledge• Recommend and implement process improvements based on CA feedback and analysis• Assisted customers with registration, email creation, DSL physical line signal testing, modem/filter set-up, browser configurations • Interact with other departments to resolve customer issues or provide additional services• Leads by Example in their everyday interactions with customers and employees• Communicates and disseminates information to the floor