May 2014 - Present
- Investigate and provide solutions in escalated situations to create win-win outcomes.
- Generate revenue for the company through adding lines, upgrades, and accessory sales.
- Troubleshoot device hardware and software through effective problem solving skills.
- Handle customer requests in a high volume call center to achieve customer satisfaction and loyalty.
Achievements: Directors Club 2nd Quarter 2014 (for top 10 representatives)
Management Support Team(MST) Project
Aug 2014 - Dec 2014
- Handled the customer care departments escalated calls when customers asked for supervisors.
- Facilitated daily huddles to address new products, new or changing procedures, and to address any concerns of team members.
- Supported teams when supervisors were out of the office.
- Performed side by sides with care representatives to address their areas of improvement.
Achievements: Outstanding Semi-Annual Performance July 2014-Novemeber 2014
Oct 2013 - May 2014
- Troubleshoot failed product issues through effective problem solving skills.
- Manage customer relationships through courtesy and discretion to achieve customer loyalty.
- Resolve billing complaints by performing research into the cause of the billing issues, and adjust bills accordingly.
- Analyze customer complaints and provide appropriate corrective actions that create a win-win solution for the customer and the company.
Achievements: May 2014 Top Performing Representative