•Problem-solved customer service requests for strategically targeted customers which are received through the call center or email salesforce case management and related to export bookings, documentation, operational issues, or general information associated with exports.•Coordinate with other internal groups to ensure customer requests are addressed accurately and efficiently.• Utilizing corporate information, local tools, and third-party data to ensure compliance with government regulations, company policies, and Trade directives.•Proactively communicate with customers regarding problems related to shipments, schedules, etc., and identify effective and realistic solutions that meet customers’ needs without jeopardizing the company’s position.

• Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner.• Established a confidential electronic file system for correspondence and incoming faxes, creating a history for staff and eliminating excess paper and chance of exposing sensitive data to unauthorized personnel. • Utilized Siebel software for data entry of customer service information for accuracy and quality control.• Organized customer information and account data for business planning and customer service purposes.• Created excel spreadsheets to track customer data and perform an intense reconciliation process.• Quickly and effectively solved customer challenges to include following up to ensure remediation.• Handled (30 - 60) daily incoming call on a six-line telephone system, offered a customer-friendly greeting and promptly routed calls to proper party among employees.

Frontier Communications March 2015 to August 2018 Technical Support Operation (WAH)•Accountable for analyzing, troubleshooting, and supporting the end-user with internet connectivity issues.• High Speed ADSL Service• Windows 10• Desktop Application Support• Provide premier customer service and a "Customer First" experience to every customer. offer the Frontier Secure product set to all High-Speed Internet customers that call into the center. Answer an average of 300-400 inbound calls per month.• Identified opportunities to up selling product and services.• Assisted in process refinement to improve customer service and support.• Maintained Silver status for Pay for performance. Escalations• Provide solutions to customer or escalate as needed• Responded to customer service emails in a timely and effective manner.• Supported customers having data connectivity issues • Assisted customers with technical issues via email, live chat and telephone.• Resolved customer complaints and concerns with strong verbal and negotiation skills. SME (Subject Matter Expert)/Trainer/ Tele performance• Trained new employees and explained protocols clearly and efficiently, selected as Subject Mater Expert for assistance in the opening of the Vendor Site/ Alvin, TX.• Also, completed some Training for the Trainer when needed.• Assisted with making sure that the employees where always able to get into all the application need to do their jobs effectively as well as making sure that they are using the correct username/ passwords and ticketing systems.

Responsible for answering telephone Inquiries and promoting and organization's products and services Responsible for researching and resolving complaints to ensure customer retention and satisfaction Escalating calls when needed Meeting deadlines on returning customers calls after research Working mutable windows while notating the customer's account Contacting other clients on customer's behalf to ensure satisfaction

Greeting customers on a daily basis answering multi-line inbound calls from employees calling out orIn late and making sure information was sent to each manager or supervisor by e-mail or phoneConducting 100+job fairs weeklyMass duplication projects of information needed for employees, managers and pre-employmentInformation on a daily basisAssisting managers by working with spread sheets in-putting information need for new employees.Escalating information to managers or security only when neededAssisting with recruitment functions as far as finding the right person for the job by setting up interview times and making sure the pay rate offered is a matchAssisting in human resources functions by getting information together for corporate office making sure files where complete background checks where ran on any new employee keeping in contact with corporateAssisting with payroll by making processing payroll check and making sure the where out for the employees on a timely manner and meeting deadlines

Data entry, 10-key by touch applications, Word processing, Spreadsheets, Updating customers accounts, E-mails, and Working closely with Managers.