Experience

Highmark Health Options

• United States
• Insurance
• 1 - 100 Employee

• Highmark Health Customer Service Advocate

  • Apr 2023 - Present



Web.com

• Software Development
• 700 & Above Employee

• Platinum VIP Account Manager

  • Jun 2015 - Apr 2023

  I am an Account Manager for over 250 fortune 500 clients including Planet Hollywood and National Public Radio NPR. I handle all sales, renewals, and troubleshooting of their Domain portfolio with Web.com. I am also the point of contact for the company and handle all transactions with regards to their portfolio including any needed technical assistance, billing, and maintenance. I provide quarterly business reviews, domain portfolio management, and security assessment strategies. I am an Account Manager for over 250 fortune 500 clients including Planet Hollywood and National Public Radio NPR. I handle all sales, renewals, and troubleshooting of their Domain portfolio with Web.com. I am also the point of contact for the company and handle all transactions with regards to their portfolio including any needed technical assistance, billing, and maintenance. I provide quarterly business reviews, domain portfolio management, and security assessment strategies.



Network Solutions

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Team Lead GVIP and Retention Team

  • Jun 2005 - Jun 2015

  As a Team Lead, I managed between 12 and 24 Gold VIP and Retention Agents. I provided support to the Supervisor and my team and mitigate any customer concerns, handled escalated calls and seeking solutions for both the customer and the company. As a Retention lead, I retained thousands of customers utilizing retention strategies including discounts and any technical escalations that needed to be implemented. I protected company revenue by preventing customer loss and offered products that insured future success for the customer. As a Team Lead, I was award multiple yearly awards for my efforts and was noted to be the best Retention Specialist for 5 years running. Show less



VONAGE HOLDINGS, INC.

• EDISON, NEW JERSEY

• Technical Support

  • Jan 2005 - May 2005

  Duties: Assist customers with problems resulting from use of Broadband Telephone products and services. Perform diagnostic troubleshooting to resolve local network connectivity issues. Actively assesses and escalates complex technical issues as appropriate. Assists customers in correctly installing internet telephony products. Communicating information effectively to the customer in a language appropriate to customer’s level of understanding. Duties: Assist customers with problems resulting from use of Broadband Telephone products and services. Perform diagnostic troubleshooting to resolve local network connectivity issues. Actively assesses and escalates complex technical issues as appropriate. Assists customers in correctly installing internet telephony products. Communicating information effectively to the customer in a language appropriate to customer’s level of understanding.



RCN COMMUNICATIONS

• WILKES BARRE, PA

• Cable Modem Technical Support

  • Nov 2003 - Dec 2004

  Duties: Assists customers with problems resulting from use of Cable Modem/Data products/services. Performs diagnostic troubleshooting to resolve local network connectivity issues, electronic mail problems/ modem trouble shooting and configuration issues requiring research and analysis of root cause/solutions. Accurately assesses and escalates complex technical issues as appropriate. Assists customers in interpreting their account statements, resolves billing issues. Evaluates and escalates complex issues as appropriate in a prompt and professional manner. Show less