Evaluated the impact of process change on overall efficiency, operation, and potential return oninvestmentCollaborated with various policy/process owners to apply root cause analysis guidance andestablish effective corrective action plans.Developed quality planning for multiple new products and plan launches by verifying customerrequirements and implementing them in design and production.Responsible for implementing new processes to improve efficiency by 33% (WIN ratio).Improved efficiency and effectiveness of performance and management of processes acrosscustomer-focused departments (CARE/Loyalty)

Responsible for investigating and negotiating resolutions for consumer complaints filed with the Federal Communications Commission (FCC), Better Business Bureau (BBB), Public Utilities Commission (PUC), and any other available platform, including social media Resolved escalated customer service inquiries and complaints to maintain satisfaction while keeping the company's interest in the forefront.Onboarded and trained customer representatives to meet performance and service goals.Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.Built positive rapport and relationships for high levels of customer satisfaction.