Subject Matter Expert - Developed and taught On-the-Job Training materials, including in house programs, basics of Microsoft Office Suite, and setting up email filters.- Took escalated calls, maintaining high quality customer service while helping upset and agitated customers.- Made outbound communications to assist in ongoing issues while maintaining account security.- Assisted agent in resolving issues. Assistant Team Lead- Evaluated work quality of agents, then provided oral or written constructive feedback.- Analyzed daily, weekly, and monthly data for trends and actionable items.- Provide data entry, administration, and real time managementTechnical Agent- Demonstrated time-management skills to assist customers in a quick and efficient method while maintaining exceptional customer service.- Collaborated with IT departments to maintain and improve systems by testing new systems and providing detailed written feedback.