• Service to sales• Instill confidence and loyalty in customers, utilizing the knowledge of AT&T's products and services to service and retain them effectively.• Expert at simplifying the explanation of customer bills, rate plans, and AT&T's products and services features.• Support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.• Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to address issues, and service faults and provide customer resolution.• Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.• Problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements.

Administrative assistant for an Estate Planning law firm located in New York, NY.• Intake phone calls: Explaining Estate Planning and general process to possible new customers. Developing social skills to conversate with new customers about trust funds, wills, power of attorney, and going through sensitive topics. • Developing sales strategies for customers to sign retainer agreements and schedule consultations.• Improving different types of call flows for customers with specific needs.• Investigative research.• Using different types of CRM: Clio Manage, Clio Grow, Slack• Office administration: Follow-ups, zoom meeting scheduling, Google Calendar events scheduling, professional email redaction. • Data entry and manage Excel, Word, Google Docs, and Google Sheets.

Chat/phone/email/ customer service and sales representative for Cox Communications.• Quick problem resolution to customer inquiries related to billing and complaints.• Transform service to sales opportunities. • CRM and data entry software: Salesforce, LMI, ICOMS.• Achieving sales monthly goals and improving phone call workflow strategies.• Applying de-escalation techniques for different types of live inbound interactions. • Working under Key Performance Indicators standards set by the company: Average Handle Time (AHT), Quality (QA), and Closing Rate (Closed Sales).• Using different tools: Teams, Office 365, and Outlook.