Managed team of associates to support customer service for fabric.com. Designed and instituted internal associate processes to drive customer interactive (phone / email / chat) quality from 63.4% to 93.8%. Identified trends in fraudulent orders and used data to build strong processes with Tech and Accounting to decrease fraud from $284K/year to $31K/year. Built internal processes and cross-group ownership to drive down inventory defect reporting SLA from 79/day to 11/day. In 2021, working with leadership to migrate customer purchasing directly to Amazon. This will ultimately scale business within the Amazon Arts, Crafts and Sewing category.

Fiber Assignment trainer for 80 new hires of acquisition of Verizon 3 properties. Instructed 4 classes in a crash course of what FiOS was, how it functioned in data/voice/video. Instructed how to use Frontier Systems (customer service calls, emails and chat) and prepared students for cutover on April 2016.Worked on supervisor escalations caused by cutover issues from acquisition. Provided support to managerial staff on metrics for NTs/CSAs. Provided backfill when needed in the Network Tech role. Provided one on one support for NTs/CSAs.

Led 16 Network Technicians on Fiber Assignment and Support Team. Provided consistent coaching to team members to ensure their individual and professional success. Managed day to day operations and provided continued support to achieving and exceeding company goals. Strong passion for customer service and ensuring the highest level of cross-departmental collaboration ensuring the best experience possible.

Promoted to provide highest level of network support to Field Technicians. Provided expert troubleshooting for network related issues including support to flawed facilities, equipment errors and overall technician training. Rebuilt fiber pathways to interface to the customer premises. Provided inventory control over physical connections in the field.

Advanced (tier 2) product support specialist in inbound call center supporting FiOS, a data, video and phone service. Maintained a high volume of calls troubleshooting networking, data, phone and video issues. Provided exceptional customer service, product evangelism, operational best practices and peer coaching to exceed company goals & objectives. Helped lead the Everett FSC Center to achieve a record sales figure over $10M in referrals. In 2.5 years, named “best in team” 7 teams and “best in center” 2 times.

Worked directly for the office of property claims. Provided excellent office management service in the form of daily operations for claims processing, as well as the development of innovative solutions to streamline processes. Responsibilities included syncing claims data in to Excel & Adobe, keeping all files in order (paper, digital & electronic), ordering supplies and keeping inventory of materials, maintaining office scheduling & expensing, filing police reports and providing customer service via phone and in-person.

Responsible for answering customer service calls from clients/agents and solving customer problems by assessing the problem with information given, asking questions for clarification when needed, then communicating the appropriate answer as it applied best to the needs of the client/agent as well as the company as a whole.