At a time when both the current call volume was high enough to prevent training new Tier II specialists and when getting more tier two specialists was drastically needed, I stepped up and learned how to support legacy panels on the job while meeting or exceeding all metrics. Additionally, I actively looked for opportunities to generate more revenue for ADT through helping customers with those legacy systems to upgrade.• Supported Legacy Systems: Stepped up to support legacy panels on the job, ensuring seamless service for customers with older systems.• Exceeded Metrics: Consistently met or exceeded all performance metrics, even during high call volumes.• Revenue Generation: Actively identified opportunities to generate additional revenue by assisting customers in upgrading their legacy systems.• Customer Satisfaction: Maintained high levels of customer satisfaction through exceptional service and effective problem-solving.

Hired at ADT in November 2022, I excelled as a Tier 1 agent in the newly formed virtual Service Department, consistently meeting targets and minimizing costs. I completed all optional training, earned vendor certifications, and was selected for exclusive roles, including testing new tools and training as a Tier 2 agent. My contributions included idea sharing, bug identification, and maintaining top 20 performance metrics. Balancing stellar customer service with firm decision-making, I helped ADT save on unnecessary expenses and improve service efficiency.• Kept truck rolls at or below the target percentage from day one of working in Virtual Support• Reduced drop-shipped part costs while resolving problems efficiently• Minimized ADT's costs by reducing unnecessary parts and onsite technicians• Exceeded expectations by completing all optional training and earning a vendor certification• Trusted with additional responsibilities: handling calls for another ADT acquisition, participating in an idea-sharing channel, and piloting a new tool• Helped identify several critical bugs that needed to be addressed before a new tool went live• Ranked in the top 20 of all agents in the department for overall metrics on several occasions• Delivered results through exceptional customer service and assertive communication

Designed, built, and published the following apps. Simple Counter - an app that mimics the functionality of the counters you see people using in events and going into some stores. https://play.google.com/store/apps/details?id=dev.techfirst.simplecounter&pli=1

Hired at NorthStar in 2018 and quickly adapted to the role in Tech Support, even with a rushed training process. Utilized external resources to compensate for the company’s lacking internal knowledge base and became a key player in resolving escalated customer concerns. After a year, was promoted to Team Lead, and later interned as the manager of Tech Support, initiating several improvements including a structured training program and a process to track attendance. Problem-solving skills led a role as Technical Support Project Supervisor, implementing solutions to ongoing issues, notably a standard for power wire length that saved the company significant costs.• Identified sources of ongoing problems and implemented solutions• Streamlined processes in customer update program to improve response rate• Created process to audit customer accounts and correct ongoing issues • Created new strategy for pitching upgrades to customers that was implemented by two departments

• Created process to track employee attendance and proactively correct problems• Created process to encourage employee engagement and to improve job performance • Created process to improve coaching effectiveness• Increased applicant pool by about 24% through streamlining job posting• Increased the gender diversity of the Tech Support team from 6% to 30%• Improved employee morale despite low staffing and high call volume • Assisted in integration of overseas team while preserving local team morale• Launched the development of the first new training program in three years • Implemented pay raise program• Negotiated employee starting pay to be more competitive• Saved company thousands on unemployment claims through proper documentation of attendance• Handle customer escalations from email, chat, and phone sources• Created schedules and live monitored staffing• Took and resolved escalated calls from customers as needed

• Answered questions from agents both in person and via chat• Served as secondary contact point for escalated customers• Audited and approved work orders submitted by agents• Assisted in agent coaching• Took calls from customers while maintaining other duties

• Took escalated calls from customers and found resolutions to their problems that were both profitable to the company and satisfactory to the customer• Balenced time between working in two departments

• Took inbound calls from customers• Used both internal tools and information from customers to collect symptoms of problems• Identified possible solutions to customer problems• Worked with customer to either solve the problem right away or get needed parts sent to them to get their problem fixed• When appropriate, ensured that customers knew the next steps that needed to be taken• Followed up with customers as needed to ensure problems were properly resolved