Genevieve Ramsey

• As a Level III Offline Customer support representative - Investigate, resolve, and complete written reports and documentation for corporate escalations
• Provide customers with assistance for complex processes such as enrolling in government benefit programs
• Assist customers in transferring existing accounts to another customer, requiring secure review and verification of IDs and documents submitted by the customer
• Was awarded Bronze and Silver honors this year (2023) for consistent scorecard performance and attendance

• Received incoming calls from customers and reviewed and addressed their billing concerns
• Provided payment and account support to customers
• Researched and identified billing root cause issues to achieve first call resolution.

• Facilitated and delivered product, systems, and

communications/language training to newly hired employee

of a telecommunications provider

• Created or updated training curriculum based on training and client needs
• Detailed and accurate maintenance of training records and files
• Created unique materials to support training programs.
• Developed new and improved training programs to fit underserved areas.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.