Elaine Neal Email & Phone Number

Dallas, Texas, United States

• 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.

San Antonio, Texas, United States

Pre-pharmacy student

San Antonio, Texas Area

• 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

Jacksonville, Florida Area

• 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

Pharmacy

Currently enrolled

Bachelor Of Science (B.S.), Operations Management

Associate Of Science (A.S.), Computer Information Systems