Provided remote-first and second-level support during phone system outages for various customers throughout the U.S.
and overseas Coordinated and facilitated meetings with third-party vendors during business and non-business hours to determine root cause of system outages Project-manager of major and minor customer moves, adds, and changes of 50 to 500 end-users Consistently commended for 100% accuracy of software translations and on-time completion of projects Evaluated and suggested products and service solutions in line with customer needs and requirements, thereby exceeding sale referral requirements by 150% Responsible for coaching various teams that received inbound calls for billing inquiries, maintenance coverage, credit-risk status, and service orders, as well as teams responsible for customer correspondence, and internal order entry audits Increased customer response time via written correspondence by 50% by performing root cause analysis during system conversions Conducted and coordinated major billing audits that resulted in the retention of over $100,000, as well as other inventory audits for customer inventory Partnered with various levels of management to resolve executive customer complaints - Specifically assigned to resolve all customer issues and concerns that were referred to the company president.
Manage classroom coverage of 9th-12th grade Communication Applications course; assume all responsibilities of regular classroom teacher.
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