Eric Desousa-Rosa ☁ Email & Phone Number

Raleigh, Nc, Us

As a Telecom Fraud Analyst II Shift Lead, I oversee a team of analysts and ensure that all necessary procedures and protocols are in place to prevent and detect fraud within the telecommunications industry. I diligently analyze and investigate any instances of suspicious activity, utilizing leading-edge fraud detection techniques and tools, and collaborate with cross-functional teams to mitigate fraud risks and implement effective fraud prevention strategies. In my shift lead role, I train and mentor my team, manage workload distribution, and drive quality performance metrics, resulting in continuous process improvements and exceptional customer service. Ultimately, my skills and expertise have contributed to significant cost savings for my organization while maintaining compliance with industry regulations.

Raleigh, Nc, Us

Raleigh, Nc, Us

Network Repair​ – Identify network issues, understand the impact and repair them internally, or drive them to resolution. This includes issues that impact our VOIP, IP, Messaging, CLEC, 911, Software application, Systems team.Installation support​ – Test, turn up and monitoring of VoIP carriers, network hardware installations, and upgrades. CLEC installations,Maintenance​ – Perform, assist and monitor all maintenances within the company. Responsible for being the first escalation point if additional assistance is needed across any of our teams.Technical Escalations​ – Act as a technical resource for all operations teams, including customer escalations, legal escalations, billing escalations, and more.911​ – Monitors and troubleshoots multiple aspects of Bandwidth e911. This includes network, equipment, and traffic Impacted issues.Fraud​ – Frontline response to both International and Domestic fraud events.

Raleigh, Nc, Us

- Providing timely, empathetic, and accurate technical support to Republic Wireless customers across all channels, including email, phone, and chat- Effectively and efficiently managing a high volume of inbound customer inquiries while still delivering an excellent experience to every customer- Troubleshooting complex technical problems related to our wireless products and services, including phones, plans, data, and roaming, and using my technical expertise to diagnose and resolve issues quickly and effectively- Demonstrating a deep understanding of our products and services and applying that knowledge to deliver the best possible support to our customers- Continually developing my skills and knowledge, staying up-to-date on the latest industry trends, and sharing my insights with the team- Contributing to the continuous improvement of our products, services, and support processes by providing feedback and collaborating with cross-functional teams to identify areas for improvement- Consistently meeting and exceeding performance metrics around customer satisfaction, technical resolution, and call handling time- Maintaining a positive attitude, a professional demeanor, and a commitment to delivering exceptional customer service in all interactions with customers and team members alike

Raleigh, Nc, Us

As a Customer Account Manager at Bandwidth, I am responsible for managing relationships with a portfolio of accounts while driving revenue growth through new business and upselling opportunities.My duties include:- Building and maintaining strong relationships with customers, understanding their business needs and challenges, identifying opportunities for new technologies to increase their productivity, and consistently delivering excellent service- Serving as the primary point of contact for customer inquiries, providing timely, accurate support, and resolving issues with speed and professionalism- Analyzing customer usage and identifying potential upsell opportunities, positioning additional services and features to meet their evolving needs- Collaborating with a cross-functional team of sales, support, and technical resources to deliver on customer needs and ensure customer satisfaction- Conducting regular business reviews with customers and presenting service metrics, usage, and product roadmaps to demonstrate value and drive retention- Maintaining frequent and proactive communication with customers, including weekly updates, quarterly business reviews, and issue escalation management to ensure customer satisfaction and loyalty- Tracking and reporting on account performance metrics, including revenue, usage, and churn, and creating regular pipeline reports to forecast account growth and risk- Managing new customer onboarding, ensuring smooth transitions and exceptional customer experiences

Raleigh, Nc, Us

We have SIP Trunking plans to fit any size business, from mid-sized business that needs unlimited calling to the small business that needs the savings of a metered SIP Trunking deal. Pick the best fit for you, or call an Account Executive today to help you decide which option will save your business the most money.inetworkTM is the voice network built for the next century. We built our 100% IP voice network from scratch, with no legacy analog baggage or any of the complexity and cost that goes with it. With inetwork, the voice network is finally just another part of the internet. Gone are the days of Monolithic Telecom demanding submission and sacrifice. We’ve flipped the Telecom equation — from their network to your network. From their voice to your voice. We put you at the center. In fact, you’re the “i” in inetwork. Now the network serves you, not vice versa.

Cupertino, California, Us

As an Expert at Apple Retail, I am responsible for delivering exceptional service and enabling great customer experiences while serving as a technical expert in Apple products.My duties include:- Providing personalized technical support to customers, answering their technical questions, and solving their technical problems to ensure customer satisfaction and loyalty- Diagnosing and resolving technical issues with Apple products, including Macs, iPads, iPhones, and other accessories, as well as performing repairs and replacements when necessary- Providing in-store and online training, demonstrating product features and benefits to customers, and recommending additional solutions to drive product usage and sales- Collaborating with a cross-functional team of Apple Retail employees, including sales, technical, and leadership teams, to deliver exceptional customer experiences and achieve team goals - Providing guidance and mentoring to other members of the team on technical and product-related topics - Contributing to a positive work environment by demonstrating a commitment to teamwork and inclusivity, fostering a culture of learning, and taking on additional responsibilities as needed - Continually growing technical expertise and knowledge, staying up-to-date on the latest Apple products, features, and updates, and sharing insights with team members and customers- Representing the brand with professionalism, knowledge, and enthusiasm, demonstrating the characteristics of a true ambassador of the Apple brand

Dallas, Tx, Us

• Delivered superior customer experience and assistance in all aspects of products and service• Continuous improvement on Sales Presentation And knowledge.• Conducted consultations with customers B2B, Corporate accounts, high-end users.• Represented brand in Chamber of commerce and GMA networking events.• Get involved in the local business community and expand AT&T Small Business segment • Attend networking events and gain referral business• Expand leadership and business skills by attending workshops and seminars• Participated and hosted data and sales conference calls.• Role play and coached with my fellow peers.• Used a consultative approach to understand customer's needs and helping them discover how AT&T products & services meet those needs• Interact with customers and provide courteous customer service to all customers in person, via phone or email

Atlanta, Ga, Us

• Provided excellent customer service in a fast-paced atmosphere• Managed shifts, Track labor and food cost.• Built rapport with businesses to supply catering and other services. • Managed marketing events ”Car shows, festival’s, mall events” • Trained new hires, organized orientation and interviews.• Received Truett Cathy scholarship

Autobody Certification, Collision Repair

Highschool Diploma