Tina Clarke

• Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
• Explained complex, technology-related issues in basic, understandable terms to clients.
• Maintained Remote/WFH requirements - 15 years (annual internal quality score on adherence= 99.67%)
• Suggested solutions to developing problems during project so that correct modifications could be made.
• Cultivated relationships with sales team to support and supply corrective actions.
• Assessed project scope to confirm details and understand customer expectations in advance.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Processed customer service orders promptly to increase customer satisfaction.
• Provided primary customer support to internal and external customers.
• Monitored project performance to identified areas of improvement and made adjustments.
• Achieved project deadlines by coordinating with internal and external customers to meet deadlines.
• Monitored project progress, identified issues and took corrective action as needed.
• Provided detailed technical and operational feedback and escalations to consistently meet deliverables according to deadlines.
• Managed projects from initial input of order to ensure all milestones were met throughout the process to avoid delayed disconnect service.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Administered 200-300 internal quality audits monthly across 13 internal departments and reported results to informed management of metric adherence.

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