AI Automation Specialist | B2B Sales Customer Expert | Account Specialist (SaaS,

● Review, research/investigate, define and communicate workarounds, prioritize, analyze, recreate, and resolve or escalate tickets ● Documents customer issues and resolution information ● Uses established escalation procedures as necessary ● Participates in creation of content for the knowledge base ● Assist in writing customer facing technical documents such as newsletters, notices, etc ● Participate in new product launch activities ● Provide customer and support feedback to product development related to product features and supportability ● Adhere to Incident, Problem, Change and Service Management based on Information Technology Infrastructure Library (ITIL) best practices

● A dedicated representative for postpaid account users to resolve and de-escalate significant and urgent technical and general customer service issues. ● Maintained call resolution time of under seven minutes from the beginning of a call to completion while achieving all call drivers. i.e. calm demeanor, empathy and thanking the customer. ● Prioritize multiple proprietary software applications during customer service calls to ensure prompt resolution of an issue and minimize customer dissatisfaction. ● Personalize customer interaction and implement active listening to cultivate a relationship and more efficiently resolve the support issue. ● Work without supervision or effectively in a team environment while achieving both individual and team goals.