Conducted remote troubleshooting by running diagnostic tests, analyzing network performance data, and identifying root causes of connectivity problems to help customers restore their internet services.Assessed technical issues and escalated by dispatching field technicians when on-site assistance was required, ensuring accurate issue documentation and clear communication with support teams.Handled high volumes of customer calls, addressing broadband-related issues as well as billing inquiries, account adjustments, and service plan questions. Utilized account management software such as CRM to support efficient call handling.Employed diagnostic software to remotely evaluate network performance, perform connectivity checks, and troubleshoot issues related to IP configuration, DNS, and network setup.Consistently met SLAs for response and resolution times, providing effective guidance to customers and ensuring customer satisfaction through prompt, efficient support.Leveraged a foundational understanding of networking principles (IP addressing, TCP/IP, DHCP, DNS) to communicate solutions and guide customers through remote troubleshooting for connectivity issues.

Provided exceptional customer service as a frontline representative at an insurance agencyManaged customer claims into an Excel spreadsheet, ensuring accuracy in information for future reference.Demonstrated proficiency in data entry, managing policies, and processing claims, including providing quotes and selling insurance to both new customers and current clientsSuccessfully handled high-stress situations with composure, promptly resolving customer inquiries and concerns to satisfactionUtilized strong analytical skills to analyze policies, facilitating informed decision-making for clients comprehensivelyPerformed policy reviews weekly with clients in person, keeping their insurance policy up to date and potentially increasing coverage on the policy helping the agency gain more revenueMaintained strict confidentiality in handling sensitive customer information, upholding company standards and regulatory complianceCollaborated effectively with team members to address complex issues and ensure seamless customer experiences