*Observed daily operations at the Samsung call Centers, gathered first-hand feedback while submitting weekly reports of my findings. Directly supported Note 7 recall process which was first for the company.*Managed and supported numerous Pilot programs such as White Glove support, Samsung plus application, Galaxy Studio, Loyalty and retention, happy call reports, executive support of Samsung executives and Ultimate Test Drive programs*Provide first hand knowledge on a per call basis to the Content Management Team for uses to build an effective troubleshooting database.*Attend weekly QA calibrations that consist of reviewing agent’s calls to ensure the quality of the overall call for support given to our end users*Operated as Top escalations support and SME for our nationwide Call centers. Manage all Risks and escalations for Samsung North America.

Managed Concierge support and assitance to Public figures, Goverment and influencers.

Managed and delivered exceptional customer support to our B2B clients •Troubleshooting all technical inquiries regarding network coverage, device information and data services. •Utilize all one-line resources/tools (i.e. ALR, HLR’s and MVP’s via Crosstalk/SMR) to troubleshoot and diagnose customer issue for resolution. •Subject Matter Expert on all T-Mobile network, device, feature, service issues and systems/tools. •Keep aware and track possible trends to identify customer impacting issues requiring intervention and escalation. •Assists in the follow up of all open trouble tickets from our Engineering team. •Support Customer Care and Tier II in times of need by answering calls with regards to billing, coverage, and retention with de-escalation skills. •Complete ongoing training to stay abreast of product, service and policy changes. •Provide effective and timely resolution of a range of customer inquiries for Blackberry’s and other PDA’s. •Increase the customer experience by providing expert device and technical support for all T-Mobile products and services.

Assisted our clients in consolidating and settling thier debts with credit card companies and other debtors.