I started in Cable technical support and shortly after I have been crossed trained to High Speed internet and Residential Home Phone technical support in Live Chat Along with meeting and exceeding my metrics in my current role I also have completed the following:• Organizing, creating and sharing multiple documents with team members and continue to provide feedback of new processes found. • Keeping Excels and documents updated with results, running reports, working on special projects with internal and external representatives using tools: (ALM, Jira, Meistertask)• Completed projects for team managers: peer to peer coaching’s for talk time, quality scores, training new hires transitioning from phone to chat (in house and third party agents), floor support and testing new products on special projects with internal CET team: Passport, RAPTV DTV Gateway while keeping Microsoft Excel spreadsheets organized and up to date. • Tracking inventory of devices with where they are located, and sending emails to the correct teams to ensure things completed in a timely manner on short deadlines. • Assisted co-workers with increasing sales, improving quality scores, and talk time metrics• Worked closely with multiple managers reviewing quality scores and filling in for floor support • Have trained representatives from phone to chat, assist with floor support for new hires and continue to be a top performer