• Provides expert support on matters relating to streamlining & improving the overall customer experience.• Spearheads audits and reconciliations of customer service agreements made with Enterprise Solutions and National SMB customers, utilizing Salesforce and various Billing applications to complete these reviews.• Cross-functionally collaborates with several lines of business to process billing account updates, service corrections, work order activity, and Salesforce customer record… Show more • Provides expert support on matters relating to streamlining & improving the overall customer experience.• Spearheads audits and reconciliations of customer service agreements made with Enterprise Solutions and National SMB customers, utilizing Salesforce and various Billing applications to complete these reviews.• Cross-functionally collaborates with several lines of business to process billing account updates, service corrections, work order activity, and Salesforce customer record improvements.• Excels at solving business issues and resolving complex escalated issues on small and large cases alike.• Prioritizes overall accuracy and completeness of customer accounts by utilizing complex billing functions.• Leverages lack of direct supervision to efficiently investigate and resolve complex customer issues.• Partners with various coworkers to design straightforward reports for efficiency and audit clarity.• Utilizes insights gathered from these reports to help agents improve relationships with customer accounts. • Orchestrates the vast majority of process improvement efforts, generating significant process growth.• Works alongside leadership to identify and resolve gaps & issues in the biller/code settings.• Performs comprehensive root cause analyses, investigating complex issues and deriving insights.• Assesses needs on open work orders, conducting verifying research and taking appropriate, swift action.• Learns from various lines of business to ensure a complete understanding of company product & services. Show less

• Commended for dedicated client advocacy efforts in the break/fix enterprise areas of concern. • Regularly resolved client ethernet networking issues such as speed/duplex mismatch & BGP routing configurations• Spearheaded client support, providing comprehensive management of ticket workflow, ensuring appropriate routing, mean time to repair objectives, compliance, and expedient client communications.• Resolved complex/technical escalated issues with minimal hassle, improving… Show more • Commended for dedicated client advocacy efforts in the break/fix enterprise areas of concern. • Regularly resolved client ethernet networking issues such as speed/duplex mismatch & BGP routing configurations• Spearheaded client support, providing comprehensive management of ticket workflow, ensuring appropriate routing, mean time to repair objectives, compliance, and expedient client communications.• Resolved complex/technical escalated issues with minimal hassle, improving customer satisfaction.• Functioned as liaison between tech-support teams, field service, and leadership during active events/outages, ensuring regular, timely, and detailed communication of technical/logistical concerns. • Conducted daily reviews of open issues, keeping open lines of communication with clients while enforcing compliance with system standards for service delivery.• Monitored services queues and consulted with the Technical Support team on non-standard concerns in a successful effort to improve efficiency and exceed service-level goals.• Designed complex solutions to customer technical issues, meeting their specifications and addressing their concerns while translating technical requirements to help them better understand future issues. • Recognized for generating significant improvements to technical support’s troubleshooting methodologies by leveraging constructive feedback and refinement of documentation.• Provided guidance through training activities to new team members regularly while also supporting ACD as a standby agent responsible for maintaining acceptable parameters and call handling expectations, which translated to increased productivity. Show less

• Oversaw the majority of primary escalations such as ongoing service issues & complex VP escalations.• Promoted to Escalations Support in March of 2012 in recognition of excellent and efficient performance.• Pushed external departments, as a member of the escalations team, to address problems expeditiously, thus preventing future escalations, retaining customers, and ultimately preserving revenue.• Served as a key tech support chat moderator for peer agents, ensuring all work… Show more • Oversaw the majority of primary escalations such as ongoing service issues & complex VP escalations.• Promoted to Escalations Support in March of 2012 in recognition of excellent and efficient performance.• Pushed external departments, as a member of the escalations team, to address problems expeditiously, thus preventing future escalations, retaining customers, and ultimately preserving revenue.• Served as a key tech support chat moderator for peer agents, ensuring all work complied with SOPs. • Partnered with SIP/PRI Network engineers to address ongoing issues with escalated customer concerns.• Maintained a robust knowledge of necessary support tools such as ServAssure Advanced, Unified, Spectrum, and NYROC among many others.• Collaborated with Hosted Voice Subject Matter Experts on issues such as the RF side of troubleshooting. Show less

• Functioned as the routing specialist who forwarded inbound escalations from Uniform, We Care (Internal Tickets), E-Mail, and Mail channels to the appropriate agents. • Provided key support to agents by answering questions and addressing problems related to the escalations.• Conducted in-depth research on potential system issues, using ServAssure Enterprise, Bentley Maps, and Unified to support Agents in their efforts. • Delivered excellent service on live phone escalations… Show more • Functioned as the routing specialist who forwarded inbound escalations from Uniform, We Care (Internal Tickets), E-Mail, and Mail channels to the appropriate agents. • Provided key support to agents by answering questions and addressing problems related to the escalations.• Conducted in-depth research on potential system issues, using ServAssure Enterprise, Bentley Maps, and Unified to support Agents in their efforts. • Delivered excellent service on live phone escalations, improving agent effectiveness in these scenarios. • Researched and resolved BBB, FCC, and DOACS complaints levied against Bright House Networks. Show less

• Fielded simple & complex customer questions on behalf of agents via Kana Live Chat or Kana Email.• Furthered the growth of client accounts by ensuring their problems are always resolved in a timely manner. • Acted as collaborator in the group that designed the process for tracking/resolving E-confirmation errors.• Provided regular training on procedural implementations, product line updates, and sales targets.• Delivered monthly reports for the Director containing all relevant… Show more • Fielded simple & complex customer questions on behalf of agents via Kana Live Chat or Kana Email.• Furthered the growth of client accounts by ensuring their problems are always resolved in a timely manner. • Acted as collaborator in the group that designed the process for tracking/resolving E-confirmation errors.• Provided regular training on procedural implementations, product line updates, and sales targets.• Delivered monthly reports for the Director containing all relevant statistics for E-Care Concerns.• Reviewed common pricing information, packages, and promotions with each customer experience. Show less