-Recruit research participant candidates from existing databases-Screen candidates for qualification, interest level, and availability using online questionnaires and phone interviews.(Google)-Coordinate research logistics (including scheduling of participants and facilities), along with distribution of incentives.-Analyze, study specifics and plan surveys to ensure quality data is gathered from the right people.-Adhere to the ethical codes related to conducting user research.

-Participated in market research projects from start to finish with focus groups, surveys and phone interviews.-Facilitated focus group discussion to support development of questionnaires and strategies to gather actionable insights.-Analyzed large volume of data to identify patterns, trends and correlations.-Used various tools and techniques to consolidate, analyze and interpret data.-Tracked key metrics and developed spreadsheets and data models.-Collaborated with cross-functional teams to share gathered insights to be used in implementing market research strategies

-Provided real-time assistance to inquiries from Tier 1 agents.-Facilitated refreshers and coaching sessions to develop of troubleshooting skills of Tier 1 agents.-Handled escalation calls from Tier 1 agents to effectively address end user's complex troubleshooting issues and inquiries with advanced approach.-Handled client-facing tasks through weekly meetings & real-time interactions via phone, chat or email.-Helped streamline repair processes and update procedures for support action consistency.-Generated reports to track performance and analyze trends.-Sent daily performance reports to service delivery team.-Responded to real-time service delivery requests.

-Front line support via telephone for an accounting software (Intuit QuickBooks)-Provided recommendations to customer inquiries and accounting concerns based on data analysis and application of accounting principles.-Installed, configured and maintained computer systems and network connections of end user.-Offered upgrades and value‑added services to drive sales metric.

-Received inbound phone calls transferred from Tier 1 agents to research and resolve advanced technical issues and accounting concerns.-Mentored less experienced team members and Tier 1 agents to improve troubleshooting skills

-Front line support via telephone for an accounting software (Intuit QuickBooks)-Provided recommendations to customer inquiries and accounting concerns based on data analysis and application of accounting principles.-Installed, configured and maintained computer systems and network connections of end user.-Offered upgrades and value‑added services to drive sales metric.

-Front line support via telephone for a DSL account (Verizon Online).-Responded to customer inquiries and provided technical assistance over phone.-Installed, configured and maintained computer systems and internet connection of end user.