Ilia Diaz Email and Phone Number

Supported high-speed data, digital phone, and streaming services.Reviewed and scored calls to monitor professionalism and customer service quality.Acted as a resource for agents needing assistance with system navigation, issue resolution, and training.Demonstrated advanced troubleshooting skills for non-routine technical support.Interacted with customers via telephone, email, chat rooms, mail, or fax, handling escalations and complex calls.Efficiently managed time, multitasked, and organized various responsibilities.Proficient in using CSG, Outlook, Microsoft Office, and chat/ messaging systems.

Managed high volume incoming phone calls, responding to inquiries with high-quality service.Sold, upgraded, and retained customers as needed.Provided technical support for all company products and services, including equipment setup and troubleshooting.Scheduled and confirmed service calls, resolved issues using available information and judgment.Addressed customer complaints promptly and professionally, explaining and correcting billing issues.Documented customer information accurately and communicated effectively with internal customers to resolve concerns.