3 years of experience in customer service, I assisted customers with account management concerns, facilitated billing responsibility transfers for businesses, and offered additional services and upgrades to improve the customer experience. In technical support, I provided remote assistance for internet and hardware issues, including troubleshooting computers, routers, and TVs over a 2-year period. With 1 year of workforce management experience, I managed real-time queues, ensured service level targets were met, and provided solutions to optimize operations while overseeing schedule adherence. In training room management, I led process training sessions, created training materials, maintained the knowledge base, and tracked client escalations. I also administered post-training activities, including mock calls, knowledge tests, and coaching, while managing assignments of process materials for different lines of business.
