Technical Customer Support Representative
Verizon Communications Inc
Irvine, CA / Tampa, FL / Remote
07 1996 - 08 2023
- Utilized Customer Relationship Management tools effectively to document interactions, maintain records, and provide world-class support.
- Supported customer inquiries, concerns, and problems in a timely manner
- Resolved technical issues with clear explanations and step-by-step guidance.
- Provided support on various projects, when needed.
- Participated in ongoing training and focus groups to learn new products, enhance skills, and opportunities to improve the overall experience.
- Maintain performing or leading ratings in key metrics and indicators.
- Trained new hires on company policies, procedures, and best practices.
- Liaised with internal teams to resolve customer concerns and escalate issues
- Managed escalated calls with professionalism and empathy while negotiating and working towards resolution.
- Promoted to and assigned different positions within the Customer Support organization including Lead Representative and Supervisor.