Experience

CustomerHD

• United States
• Consumer Services
• 1 - 100 Employee

• Client Services Manager

  • Mar 2022 - Present

• Client Operations Lead

  • Nov 2020 - Mar 2022

  Managing a team of 15 client specialists and customer advocates. Day-to-day responsibilities include day-to-day, coaching, documenting. Long term responsibilities include help with project management and career development.

• Customer Care Advocate & Quality Assurance Analyst

  • Mar 2018 - Nov 2020

  ● Designed internal Quality Assurance Program for multiple clients to assess performance and apply the insights to enhance and guarantee the same exemplary experience with every interaction.● Duties as a Customer Care Advocate include fielding customers’ concerns through email, chat, and phone calls using Zendesk ticketing system; while also performing as a member of the escalation team to resolve sensitive customer situations. Maintained customer satisfaction score of 94% of 100% in the year of 2019.● Performs as an Account Specialist for CustomerHD’s largest client, to-date. For this position, I function as a liaison between the two companies to confirm a nurturing business relationship and ensuring needs are met by both parties to generate growth.



Republic Wireless

• United States
• Telecommunications
• 1 - 100 Employee

• Technical Support Specialist II

  • Aug 2016 - Mar 2018

  ● Daily responsibilities comprise of providing excellent verbal and written communication to resolve member issues over ticketing process or phone call while maintaining SLA expectations and monthly internal QA scoring. ● Finished 2016 in top 10% of peers during performance review. ● Promoted to Specialist II from Specialist I within first year of employment. ● Daily responsibilities comprise of providing excellent verbal and written communication to resolve member issues over ticketing process or phone call while maintaining SLA expectations and monthly internal QA scoring. ● Finished 2016 in top 10% of peers during performance review. ● Promoted to Specialist II from Specialist I within first year of employment.



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Lead Technical Consultant

  • Jan 2014 - Jul 2016

  • Surpassed key performance objectives that include service and repair metrics, sales and customer satisfaction goals by maintaining 115% to goal average in service & repair and 127% in customer satisfaction in 2016. • Coordinated all incoming & outgoing inventory levels while ensuring proper & most efficient practices are in use for audit compliance. • Responsibilities included key-holder duties, training co-workers and solving multi-faceted customer issues including but not limited to operational, maintenance and repair aspects of equipment that contribute to the successful operations of the store.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Retail Sales Representative

  • Jul 2012 - Nov 2013

  • Utilized highly developed problem solving & decision making skills to complete a wide variety of tasks ranging from explaining complex technical packages / plans to a diverse customer base to statistical analysis of goals met / exceeded.

• Home Solutions Consultant

  • Feb 2009 - Jul 2012

  • Directly managed a sales staff of 15.• Provided ongoing training to all employees ensuring an understanding of company policies and procedures, products, sales methodology, sales goals, etc. by organizing sales trainings and competitions for Sales Representatives.

• Sales Support Representative

  • Sep 2007 - Feb 2009

  • Assist with schedule building & event planning • Coordinated with customers, staff, & schedules to ensure consistent and smooth flow of sales floor.