Monica Massad Email & Phone Number

Started as a single content moderator and expanded the team to 80+ FTEs in Denver, CO and an outsource center in Iowa. Managed the relationship with our domestic outsourcer. Interviewed and initiated relationships with international outsourcers. Created extensive training for Legal Copyright procedures and Content Moderation procedures and systems. Trained staff from executive to front line level. Travelled to and trained with offsite outsourcers. Worked with development to test and implement a thorough system that would be used for Content Moderation.

Provided high level, business to business technical support to IT technicians for business class DSL and T1 lines. Excelled at providing a strong customer experience while promptly restoring service. Worked with phone company technicians to get lines repaired and issues resolved.

Provided outstanding customer service and billing support to business clients. Assisted webmaster with training and demo software. Helped to create software that was instrumental for the sales force to achieve a record year of more than $5 million in sales in 2001.

Offered technical support or billing incentives to keep customers from cancelling their earthlink accounts. Retained an average of 100 customers a month and exceeded the quota of one customer per day by more than 3 times. Took over technical support rather than scheduling time with the team technician in order to facilitate a one call resolution. Learned higher level technical support to facilitate better customer service for dial-up customers.