- Key member of the project team accountable for implementation of the enterprise Bring Your Own Device (BYOD) program to employees within the U.S. and Canada.- Delivered top level end-user support to a diverse, non-technical user base that included responding to all general program related inquiries via email.- Provided guidance to the team on project strategy, facilitated presentations, and actively participated in project-related work groups in order to provide… Show more - Key member of the project team accountable for implementation of the enterprise Bring Your Own Device (BYOD) program to employees within the U.S. and Canada.- Delivered top level end-user support to a diverse, non-technical user base that included responding to all general program related inquiries via email.- Provided guidance to the team on project strategy, facilitated presentations, and actively participated in project-related work groups in order to provide recommendations for potential or current challenges. - Collaborated with a project manager on deliverables each day including creating business requirements documents, following up on open items with team members, and providing status to team leadership. Show less

- Reviewed and analyzed escalated billing inquiries submitted by Senior Call Center, Management, Field Operations, and Executive Office representatives; Resolution provided within a 48 hour deadline.- Billing Subject Matter Expert responsible for providing precise clarification of billed amounts on customer accounts including equipment costs, applicable promotional offers, product fees, and order related charges.- Facilitated improved customer relations by quickly discerning and… Show more - Reviewed and analyzed escalated billing inquiries submitted by Senior Call Center, Management, Field Operations, and Executive Office representatives; Resolution provided within a 48 hour deadline.- Billing Subject Matter Expert responsible for providing precise clarification of billed amounts on customer accounts including equipment costs, applicable promotional offers, product fees, and order related charges.- Facilitated improved customer relations by quickly discerning and recommending the most appropriate responses to escalated billing issues in order to align with customer expectations.- Utilized in depth product and process knowledge to analyze charges, verify billed amounts, and make account adjustments when necessary. Show less

- Provided general in-house application support for employees, resolved escalated requests, and responded to executive level customer complaints.- Managed escalations received from Level 2 Account/Technical Resolution Specialists with complex technical and wide-ranging account management issues. - Resolved executive level complaints with customized solutions resulting in a high level understanding of the customer experience and a superior level of insight to critical business… Show more - Provided general in-house application support for employees, resolved escalated requests, and responded to executive level customer complaints.- Managed escalations received from Level 2 Account/Technical Resolution Specialists with complex technical and wide-ranging account management issues. - Resolved executive level complaints with customized solutions resulting in a high level understanding of the customer experience and a superior level of insight to critical business issues.- Identified and handled requests for process improvements by identifying and understanding trends and completing a Root Cause Analysis for previously undetermined issues.- Utilized expert knowledge of system applications to guide agents through appropriate troubleshooting steps in order to respond to customer inquiries. Show less

- In charge of day-to-day operations at a Canadian national rental car company. - Responsible for supervising, evaluating, and developing employees in an effort to grow the business and build strong relationships with established account holders. - Provided insightful feedback and coaching opportunities to team members in regards to meeting sales targets, up-selling, and overcoming a variety of customer inquiries. - Initiated and maintained client relationships to grow… Show more - In charge of day-to-day operations at a Canadian national rental car company. - Responsible for supervising, evaluating, and developing employees in an effort to grow the business and build strong relationships with established account holders. - Provided insightful feedback and coaching opportunities to team members in regards to meeting sales targets, up-selling, and overcoming a variety of customer inquiries. - Initiated and maintained client relationships to grow and retain sales through direct communication with well known business accounts. Show less