Lora Berger Email & Phone Number

Responsible for monitoring, analyzing, and trending of internal and vendor call queuesWork force management of internal call queuesCollecting and analyzing all call queue data for trending and root causes of any issuesMonitoring vendor call queues and communicating known issues and suggesting solutionsCreating and sending interval reports of real time data to all departments and vendors

Responsible for resolving escalated customer issues to reduce churn and maximize customer satisfaction.Communicate with multiple departments, internal and external, to resolve customer issues in a timely manner to the satisfaction of the customerCreated/Updated reports used by the Customer Advocate Team to review agent performance

Responsible for creating and managing Knowledge Base content, and Method and Procedure content for Customer Care Operations.Facilitate communication between departments for standardization of processesWrite Method and Procedure documentation for Customer Care and TrainingCreate, update, and categorize Knowledge Base contentAnalyze gaps in process contentPhone and email support for vendors on issues regarding current processesComplete User Acceptance Testing for new projects launched in current systems

Promoted to Team Lead over four employees in Customer Care Service Escalations.Created and prepared weekly performance reports for the Customer Care Service Escalations SupervisorManaged Customer Service Representatives time for proper coverage of phones, email, and chatTrained new and temporary employees on job functions and expectations

Hired to provide excellent customer service to all WildBlue customers throughout all lines of businesses.Resolved Billing and Account issues directly with the customer and with WildBlue managementPerformed customer support in Technical, Field, Retention, Sales, and Service issues over phone, email, and chatTroubleshooting of WildBlue equipment and customer premise equipmentWork incoming and outgoing trouble tickets for resolutionResolved escalated customer issues

Hired to investigate and confirm proper reimbursement to subcontractors for equipment installed on customer sites.Analyze data for proper reimbursementMaintain large databases for accurate accounting proceduresUtilize account receivables & payable application for proper reimbursement to subcontractorsFocus on large projects for management teamPhone and email support for subcontractors on issues regarding reimbursements

Managed work orders, pulled supplies from inventory, and delivered supplies to various customers around the Denver Metro area.Inventory and management of supplies for delivery and store useCustomer support and management for delivery and monetary transactions

Worked contract jobs in various locations to assist in the moving of businesses from one location to another.Performed proper removal, transport, and setup of computers for businesses

Bachelors Of Science, Business Management

Associates Of Occupied Studies, Information Technology