Nieca C.

- Provide operations & administrative support to Operations Managers, Client Service Manager & Team Managers - Audit calls to ensure call quality & compliance - Develop training material & How-to guide on the systems & tools for both agents & Operations - Create Weekly client reports & upload to client's SharePoint - Provided customers with information and assistance via phone providing clear and accurate information regarding company services, billing and retention. - Maximized revenue generating opportunities through up-selling and cross-selling to existing customers - Documented customer queries by recording each customer’s query or concern and the resolution or recommendation provided - Activated/adjusted accounts for customers on the subject service/credit extensions, re-connections, change of services, enabling/disabling subscriptions, upgrading/downgrading package etc. - Assisted the process for installation of new service.