Provided customer care support and assistance for network, device and featured issues that impacted subscribers across the board to identify solutions• Served as principle point of contact for customers to managed and maintained up-to-date status for Disconnection Service Requests in collaboration with other departments Communicated ongoing with customers, internal departments and external vendors as needed to ensure issues are accurately corrected and resolved for report ticket request• Participated in quality improvement assigned initiatives as well as training classes for new products, services and systems• Managed and resolved technical escalations involving internal/external parties as required to ensure quick customer resolution• Performed additional duties such as data analysis, project management and new product demo to successfully managed 400 accounts on a daily basis• Processed EOC for Broadband and Fiber install circuit as well as knowledge of TCP/IP networking concepts and the management of all orders between the LEC, XO,TWTC and TWC

• Processed call center order for Cingular, Verizon, Sprint and T-Mobile as well as day-to-day handling of conflict resolution and customer negotiations• Worked with local businesses to offer and enroll in the corporate accounts program• Assisted customers with technical needs such as software upgrades, PRL upgrades, phone book swaps, and printouts along with diagnostic testing of products• Assisted customers with services needs by providing solutions to problems• Trained, coached and advised new hires on process, procedures and sales strategies• Confirmed that all products were shipped out to customer in a timely manner