• Respond to numerous customer related phone calls in the Customer Service Center.• Responsible for a number of customer-focused tasks – many of which are confidential in nature: responding to customer movement requests, setting up new customers and accounts, customer inquiries and requests for account information, making collection arrangements, responding to outages, determining the most effective resolution to customer issues, and maintaining customer accounts.Knowledge of/ Skills: • Personal computer applications related to customer service system operations and requirements• Standard office software including Excel, Word, and Outlook • The preparation of repair and customer orders and initiating actions for providing and maintaining services to customers• Microsoft Teams and OneNote • Interpersonal communication Basic math, accounting, 10-key, and typing Multi-tasking by listening, typing, and talking simultaneously • Using good judgment in applying established guidelines to solve work problems • Maintaining composure and dealing effectively with a diverse customer base in stressful situations• Dealing effectively with emotionally charged situations • Understanding and carrying out moderately complex written and oral instructions • Operating inbound and outbound phone system• Thriving in an inclusive and rewarding environment

Responsible for handling customer escalations received via the Attorney General, Federal Communication Commission, State agencies, Public Utilities Commission, Congressional inquiries, Board of Directors, and Legal. Prepared formal responses to the above-listed agencies.Networked with contacts at the regulatory agencies as well as legal counsel to investigate and provide information as requested.

Resolved executive-level customer complaints video DIRECTV Conducted research and root cause analysis. Delivered recommendations on new process improvements to improve the customer experience. Maintained performance goals. Assisted with projects.Managed communication (verbal, emails, presentations, etc.) across all levels related to specific processes and programs. Provided unique insights on the customer’s most difficult paint points. Surfaced trending pain points for analysis and process improvement. Independently built relationships with all levels outside and within OOP to foster trust and engagement for successful implementation.