Experience

Provide technical support for corporate, private client group, and correspondent users ensuring their business functionality can continue with the least amount of technological interruption
Lead Tech, providing support, additional training, and assisting tier 1 analysts with questions and advanced troubleshooting
Assist with the mentor program for new tier 1 analyst on the service desk
Administrator for the ticketing tool developed for the tier 2 service desk. Add or modify keywords and solutions to expedite the ticketing process
Development of new knowledge base articles
VIP line and executive user assistance
Quality Assurance: Responsible for monitoring and resolving complaints and tickets that have not been resolved with the service desk SLA
Record request for licenses and applications for end users
Generate and report metrics for the service desk including analyst FCR, ticket logging, and call ratios based on applications
Launch and test applications for the start of every day
Metrics of 80-95% first call resolution
MAGIC score of 94% and above
Collaborated with other Lead Technicians to maintain call quality standards for all agents on the Service Desk
Simultaneously accepted inbound calls, email support, and live chats for technical assistance

Maintained 97% customer satisfaction
Wrote and collaborated to create new knowledge base for Honeywell Lyric technical support while following KCS protocol
Exceeded expectations set by coaches and management for call efficiency and proper documentation for all calls received by 26%
Provided guidance on wiring and installation of the Lyric and other Honeywell thermostats for all HVAC systems
Simultaneously accepted inbound calls and live chats for technical assistance

Resolved any and all types of billing related concerns
Explained complicated billing statements in a way that customers can understand
Took ownership of customer issues to convert a negative experience into a positive one
Identified issues that require escalation and identified the appropriate department to assist the customer
Maintained efficiency and professionalism in a high volume inbound call center environment
Proficient in ACSR/CSG and Einstein billing systems
Exceeding expectations set by management for call efficiency and customer satisfaction by 23% while reducing call time by 30%
Surpassing standards of first call resolution by 15%

Handled incoming supervisor request calls
Resolved customer complaints
Resolved previously unknown technical and software issues by working with engineers
Followed up with customers with on-going issues
Entering and updating accurate customer account information into company system