Special Education Aide

• Aug 2017 - Present

Offline Government Coordinator

• Jan 2014 - Mar 2017

 Triaged offline fulfillment requests by managing inventory and submitting request for additional equipment ensuring that government customers received expedited equipment resolutions, delivery and replacements.  Managed inbound emails for Federal, State, and Local Government customers resulting in account modifications, researched and resolved billing inquires and discrepancies, and equipment replacements with 95% of the emails being resolved through my analytical and decision making skills.  Delivered high quality customer service resulted in being routed the majority of White Glove accounts. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Technical Support I

• Oct 2010 - Jan 2014

 Troubleshot and resolved customer’s voice and data software and hardware issues. Successfully average resolution ration of 15 customers an hour with limited escalations to higher tier technicians.  Initiated billing and service concessions per customer inquiry or concerns in order to ensure the highest level of customer service and improving the customer relationship with Verizon while implementing the best corrective action.  Collaborated with colleagues with resolving customer technical issues as well as assisted team members gain access to the software, resources and best practices to resolved customers’ issues while providing customer service.  Composed reports specific to for supervisors; documentation for new customer issues that were not accurately documented in the e-commerce system.  Performed administrative tasks to ensure that timesheets reflected my attendance; informed about standard operating procedures to ensure my performance exceeds business standards.

Customer Service Representative

• Aug 2008 - Oct 2010

 Provided online support to inbound consumer customers resulting in successful management of high-volume inbound and outbound customer calls, averaging resolving 10-customer service call within an hour.  Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Subject matter expert for EWI/ECPD, Work Flow Manager (WFM), ACSS, and OneSource Prepared administrative reports and communication for senior management and clients resolutions