Web Developer with a background in marketing, network, hardware, and Linux.
1 Year:
Technical Support Specialist:
Support of cellular services including Android, iOS, their respective apps and network. Communicate resolution steps over the phone or through Facebook and Twitter direct messaging. Utilize internal and external knowledge bases while maintaining a sense of urgency for the customer.
8 Years:
Retention Specialist II:
Take ownership and be point of contact for escalated issues surrounding internal systems, billing terms and hardware to ensure low churn. Analysis and trending of team efficiently with individual and group coaching to ensure all metrics met. Peer mentoring of those promoted to the same role and acting Operations Supervisor as needed.
Retention Specialist I:
Account management and retention of consumer and business accounts.