Deliver high-quality customer support by effectively addressing billing inquiries, clarifying charges, and resolving issues while maintaining adherence to elevated service standards.Collaborate with management on escalated issues, ensuring timely and effective resolutions.Assist customers nationwide in optimizing their selections by tailoring to match their preferences and needs, ensuring an ideal balance of content and cost.

Delivered comprehensive management support for the line of business, overseeing a range of functions including time and attendance management, approving time-off requests, and providing real-time performance feedback to upper management to facilitate productive one-on-ones.Created and distributed analytical reports to capture real-time data and performance metrics, ensuring alignment with KPIs and driving operational improvements.Reduced training time by 50% through the development and implementation of a virtual training program for the Contract Direct Team, enhancing efficiency and streamlining the onboarding process for new hires.Provided technical guidance and support to agents, addressing navigational, procedural, and product-related queries to ensure smooth daily operations and enhance agent productivity.Served as the primary point of contact for escalated customer issues, negotiating resolutions for pre- and post-sale disputes including damages, returns, and warranty claims, ensuring customer satisfaction and timely problem resolution.Collaborated with the accounting department to reconcile accounts and resolve discrepancies, ensuring financial accuracy and operational efficiency.Identified and analyzed key cost drivers, working with internal stakeholders and cross-functional teams to implement cost-saving initiatives and optimize business processes.Partnered with the Operations team on report generation and SAP data maintenance to support decision-making and ensure data integrity.

Ensured accurate submission and processing of sales orders in the system, overseeing their seamless release for delivery to meet customer timelines and expectations.Onboarded new accounts by documenting and establishing detailed standard operating procedures for the order fulfillment process, ensuring consistency and operational efficiency.Managed daily operations for the premier account queue, including planning and delegating workloads, leading weekly team meetings, and facilitating training for new hires and contractors to enhance team performance.Developed and maintained strong relationships with builders and Builder Account Managers, acting as a liaison to ensure order fulfillment and timely service delivery to builders, account managers, and end consumers.Monitored and maintained the quality of sales and service order data across multiple record-keeping systems, ensuring accuracy and integrity of information.Conducted detailed reviews of customer contracts, comparing them against purchase orders to ensure alignment with deal terms and conditions, mitigating discrepancies and ensuring compliance.

Managed the entry, tracking, and scheduling of deliveries for all orders processed across eight branches in Tennessee, North Carolina, and South Carolina, ensuring timely and accurate fulfillment.Verified compliance of all orders and contract documentation with company policies and procedures, maintaining operational integrity and regulatory adherence.Established and maintained master data records in SAP for all customers within the assigned branches, ensuring data accuracy and seamless order processing.Oversaw a portfolio of over 250 customer accounts and master records, managing 10,000+ machines and contracts, ensuring proper maintenance and ongoing support.Conducted thorough pre-editing and review of orders for submission to the National Account Customer Care Center, streamlining order processing and minimizing errors.Structured and managed maintenance contracts for assigned customers, executing all related billing functions, including specialized invoice generation, backup meter collection, invoice corrections, and account reconciliations.Monitored and followed up on lease funding processes, ensuring timely execution and addressing any discrepancies as needed.Collaborated with account managers to support goal attainment, providing strategic insights and operational support to drive success.Compiled and analyzed data using SAP and other reporting tools to assist customer-facing field teams, offering key metrics and reports to enhance service delivery.Coordinated closely with account managers and the delivery team to ensure accuracy and completeness of all documentation and deadlines, ensuring seamless transaction execution and excellent customer satisfaction.

- Coordinated implementation of add, change, disconnect, and install activities for VoIP (Voice over Internet Protocol) lines, hardwire circuits, and toll-free service.- Collaborated with LECs/CLECs to schedule service transitions to ensure orders are implemented and generating revenue within established time frames.- Communicated effectively with multiple teams to plan service cutovers and prepare account information for new customers.- Maintained customer rapport by listening to and resolving issues, answering questions and managing expectations; provided technical phone support by listening to and asking appropriate questions to isolate trouble.- Interacted daily with Telecommunication Engineers, Planners, and Operations personnel.

- Coordinated calls for sales specialist and business implementation specialist, maintained database and ensured the delivery of premium service to customers.- Received many customer remarks for efficient and effective customer service. Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls.- Conducted one-on-one, hands-on training for newly hired support staff. Trained staff began full scale work before projected timeline and was more effective and efficient.