Gail Richardson

• Followed all company policies and procedures to deliver quality work.
• Developed strong inter-departmental relationships through consistent communication and attentive service.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Maintained timesheets and payroll.
• Deployment of Technicians for customer reported trouble issues and new service installation for commercial and residential customers nationwide covering the Verizon footprint

• Monitored through testing and diagnostics the cable quality for telephone service maintenance
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Regulated the deployment of technicians to handle physical network malfunctions and trouble issues.
• Addressed routine equipment maintenance according to established schedule.
• Conducted root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.

· Assisted customers with inquiries and technical issues involving phone lines and telephone systems in a professional manner.

· Employed troubleshooting techniques with customers to resolve repair issues.

· Performed data entry tasks to update customer accounts records.

· Delivered high-quality customer service through deep commitment to knowledge and performance.

· Utilized an Automatic Call Distribution (ACD) system to contact and route calls to appropriate personnel and/or departments.

· Contacted customers regarding account updates and potential problems in a effort resolve issues and maintain open lines of communication.

· Provided customer service by answering questions, resolving complaints, and addressing concerns.

· Communicated with customers to answer billing inquiries and processing orders for telephone service as a single point of contact agent.

· Maintained up-to-date knowledge of company products and services.

· Monitored customer accounts to identify changes or discrepancies.

· Developed relationships with customers to increase loyalty and satisfaction levels.

· Worked collaboratively with other departments to resolve complex issues quickly and efficiently.

· Researched potential solutions when necessary, before responding to customers.

· Followed confidentiality rules to preserve data quality and reduce potential information compromise following company Customer Proprietary Network Information (CPNI) protocols.