Christina Santiago

Provide technical support to customers in the asynchronous Live Engage chat program. Multitasking and assisting multiple customers at a time while providing a positive customer experience. Thorough with resolutions, uncovering and addressing all concerns while providing education for the future. Provide support with device education, hardware issues, software, network and all Verizon products. Upselling products and services to provide valuable solution for every interaction.

Handled inbound calls resolving customers' concerns and issues while providing an exceptional customer experience. Follow up with customers to ensure issues are resolved.Assist customers with technical support for voice and data product customers.Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products.Verify provisioning and diagnose device or Network issues. Troubleshoot PC Operating systems and sync services. Use various administrative department tools and on-line resources for customer resolution. Use a trouble ticket system for tracking customer interactions and problem resolution.

Followed up with customers with results of Network tickets for the department.

Assisted customers with exceptional customer service assisting with billing questions, payments, orders, upgrades and selling products. Strong communication / problem solving skills and the promise to deliver a great customer service experience and maintain leading positive results each and every time while in a fast-paced environment.Strong negotiation, decision-making, analytical and organizational skills.Excellent time and project management, oral / written communication and interpersonal skills.Solid knowledge of technology and applications.Working knowledge of billing systems and MS OfficeAssisted in the development of two New Hire Care classes, encouraged growth through motivation on a daily basis and conducted side by side coaching and positive feedback.Dispatched supervisors for customer escalations.Assisted in Follow Up group working follow up cases, contacting customer and closing.