** Ensured client satisfaction and retention by providing escalated technical support on software product line to financial institutions** Exceeded Service Level Objectives and client surveys by consistently investigating, coordinating, identifying work-around solutions, and tracking client issues to resolution** Fostered collaboration across business support teams by serving as a team technical resource, and documenting research steps of resolved solutions within case tracking… Show more ** Ensured client satisfaction and retention by providing escalated technical support on software product line to financial institutions** Exceeded Service Level Objectives and client surveys by consistently investigating, coordinating, identifying work-around solutions, and tracking client issues to resolution** Fostered collaboration across business support teams by serving as a team technical resource, and documenting research steps of resolved solutions within case tracking system** Enhanced internal and external client relationships by building and reviewing online knowledge base Show less

** Delivered outstanding service by exceeding expectations and building long-term customer loyalty (110% year-end % to goal - 2014)** Managed high volume of calls in a calm and diplomatic manner with a solid record of achievement in trouble shooting and managing conversational flow** Identified cross-sale opportunities by incorporating needs-based sales techniques ** Ensured high level of customer inquiry resolution by researching difficult account and product issues… Show more ** Delivered outstanding service by exceeding expectations and building long-term customer loyalty (110% year-end % to goal - 2014)** Managed high volume of calls in a calm and diplomatic manner with a solid record of achievement in trouble shooting and managing conversational flow** Identified cross-sale opportunities by incorporating needs-based sales techniques ** Ensured high level of customer inquiry resolution by researching difficult account and product issues to provide accurate and final resolution to satisfied customers Show less

www.vixensandangels.com** Amplified sales by creating new product listings and inventory updates via eCommerce software ** Maximized online sales by implementing and managing meta tag project of inventory** Drove immediate results and improved client follow-up by managing mail orders with a heightened sense of urgency** Generated revenue growth by offering insightful customer service tailored to the client's needs

** Improved client follow-up and ensured proactive relationship building efforts by managing escalated requests of the Pro Status customer portfolio** Enhanced service levels by maintaining, monitoring and contributing to customer public Forums and account issues** Effectively managed accounts that involved a breach of the Terms of Service by effectually using Content Moderation** Managed business improvement by training team members in Content Moderation and customer… Show more ** Improved client follow-up and ensured proactive relationship building efforts by managing escalated requests of the Pro Status customer portfolio** Enhanced service levels by maintaining, monitoring and contributing to customer public Forums and account issues** Effectively managed accounts that involved a breach of the Terms of Service by effectually using Content Moderation** Managed business improvement by training team members in Content Moderation and customer service communications Show less

** Improved chronic problem resolutions by partnering successfully with leadership team, using diagnostic software, and configured remote equipment for optimal performance** Analyzed and heightened service level agreements by processing 600+ trouble tickets each month** Operated successfully in the Enhanced Service Group (ESG) by owning all Tier 1 escalation requests including DSL and VoIP products** Enriched the customer experience by assisting and reinforcing… Show more ** Improved chronic problem resolutions by partnering successfully with leadership team, using diagnostic software, and configured remote equipment for optimal performance** Analyzed and heightened service level agreements by processing 600+ trouble tickets each month** Operated successfully in the Enhanced Service Group (ESG) by owning all Tier 1 escalation requests including DSL and VoIP products** Enriched the customer experience by assisting and reinforcing training of team members in troubleshooting skills of various telecommunication mediums Show less