• Developed and implemented a comprehensive training syllabus for new hires, enhancing team skills and unification.• Trained and onboarded new team members, creating training materials to support skill development.• Generated and presented reports to reduce repeat incidents and drive process improvements.• Led campaigns to increase FTTH (Fiber to Home) migrations, resulting in increased customer satisfaction.• Spearheaded process and tool enhancements, including OLT mismatch resolution, FTTH training, FTTH no dial tone and FTTH Restarts.• Conduct weekly reviews of various campaigns, using data-driven insights to propose enhancements for customer and employee experiences

• Fostered a “one call resolution” culture, ensuring expedited and accurate processing of customer requests.• Resolved advanced technical issues for Altice products and services via chat, email, and phone.• Coached and supported agents with technical and billing inquiries, enhancing team effectiveness.• Onboarded new Escalation Team Leads, creating training materials to unify team skills.• Participated in biweekly Tools360 Meetings and KDB Audits to drive continuous improvement in customer experience and product performance.• Collaborated with key leadership across departments to identify and solve root causes of customer experience issues.

• Provide Advance Troubleshooting and Support to all small to medium size businesses.• Support SIP, Static IP, and Hosted Voice Solutions.• Support New Technologies like All in One Gateways. That provide video, internet, and VoIP service.• Perform problem resolution of network connectivity issues, applications errors and quality of serviceissues with phone service• Work collectively with cross-departmental management staff to resolve the most complex and significant client and corporate issues.• Resolve technical support issues via calls/chats/ Altice USA/ Optimum customers• Special project member of Preferred Customer Group, White Glove Service. Provide a complete one call experience. Handle customer concerns, effective troubleshooting and resolution, provide education. Drive high customer satisfaction and Net Promoter Scores.

• Guide and educate customers via established troubleshooting procedures• Perform problem resolution of network connectivity issues, applications errors and quality of serviceissues with phone service• Resolve technical support issues via calls/chats/emails with Cablevision/ Optimum customers• Technical knowledge: RF Troubleshooting, E-Mail, DCHP Server, Routers, Systems such asHardware, Software, Operating Systems, New Technology• Instruct personnel in new software and assist them with any problems, questions and/or concerns• Special project member of Quick Start Team. Contact new customers to identify and resolve possible issues within the first 30 days of installation. Educate customers about added value of our products. Gather and organize data to determine call drivers.

• Facilitate the complete solution of product sales, upgrades, installations and service in the store• Tutor customers on the operation of their products, services, solutions• Personify and uphold the Geek Squad service standards • Drive Revenue and Services