As a Complex Fiber Assigner and Copper Switch Programmer, I also served as an Internal Customer Service Representative, where I managed a range of responsibilities: • Responded to calls and chats from sales representatives, outside field technicians, other internal departments and occasionally customers. • Concurrently addressed and resolved issues during these interactions while working on tickets between calls and chats.In calls and chats, my tasks included: • Troubleshooting problems related to internet, video, and phone programming using various software programs and documents. • Rectifying discrepancies in facility records, addresses, and active services, utilizing multiple programs and documents.Additionally, I handled ticket-related duties, which encompassed: • Correcting order fallout errors. • Managing phone programming trouble tickets. • Completing orders requiring manual programming.It's worth noting that I transitioned to a remote work setup in March 2020, which continued until my position was phased out in September 2023. This experience showcases my adaptability and ability to maintain productivity while working from home.

As a Specialty Services Associate and Customer Service Representative, I excelled in providing comprehensive customer support. My role involved catering to customer needs and resolving issues through various communication channels, such as phone, email, and mail. I demonstrated strong problem-solving abilities, meticulous attention to detail, and professionalism throughout the customer interaction process. My responsibilities encompassed: • Processing orders and returns, including payment and refund transactions. • Maintaining meticulous file and record keeping, ensuring accurate data entry of customer orders and information. • Proficiency in using a range of software applications, including Microsoft Office tools (Word, PowerPoint, Outlook, Excel) and various company-specific database processing programs. I actively monitored these databases for issues or trends and initiated problem-solving when necessary.Key Accomplishments: • Diligently checked for appropriate changes to resolve customer issues. • Conducted meticulous comparisons of disputed merchandise with original requisitions and invoice information, preparing invoices for returned goods. • Executed tasks such as completing contact forms, updating address records, and issuing service discontinuance orders using computer record programs. • Engaged in direct communication with customers, providing information about products or services, taking and processing orders, canceling accounts, and addressing complaints. • Proactively reached out to customers to provide inquiry responses and notify them of claim investigation results or planned adjustments. • Determined service charges, collected deposits or payments, and facilitated billing arrangements. • Maintained comprehensive records of customer interactions and transactions, capturing details of inquiries, complaints, comments, and the actions taken.]