Kassi Roehm Email & Phone Number

Fort Wayne, Indiana, United States

Fort Wayne, Indiana, United States

Telecommunications Customer Service Representative.Assisted customers with daily transactions regarding bills, payments, adjustments, technical issues, equipment issues, activating service, and policy understanding. I also provided positive solutions for the customer and the company. Assisted with daily operations of the call center managing call flow, staffing, and escalations. Assisted in the reporting of operations in the call center to provide efficient data. Monitored customer calls for quality assurance and provided feedback accordingly to enhance customer experience within our company. Assisted customers through online chat as well as helped develop and enhance the online chat feature for our customers. I also assisted with company buyout transition.I was able to learn and execute the back office functions for AT&T which include bill adjustments/explanations via online ticket process submitted by customer service representatives and retail locations. I continued to learn multiple functions within the back office department including Buyer's Remorse, Written Correspondence, Bill Reprints, Military, Billing, Business Accounts, Audits, and Outbound Calling Correspondence. While maintaining successful business metrics in all functions I was also able to contribute to a positive work environment by assisting with center activities like carry in's, incentive programs, and volunteer opportunities. I also helped maintain a positive work environment by taking on the role of team leader for each function this included keeping the morale of the team up, being positive, leading by example, and assisting with questions as needed.