• Resolve complex internet, television, and voice service issues through live troubleshooting, consistently achieving customer satisfaction ratings as high as 98%. • Diagnose connectivity failures, device issues, and service disruptions using structured troubleshooting methodologies and internal diagnostic tools. • Collect and document detailed technical data, escalating critical incidents to higher- tier teams and reducing average resolution time by 20%. • Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements to improve service quality and efficiency. • Recognized by leadership for professionalism, accuracy, and commitment to service excellence in a fast-paced, high-volume support environment.

• Led onboarding and training for new associates, supporting operational readiness and improving early performance outcomes. • Delivered instructor-led and hands-on training sessions for groups of up to 30 associates, contributing to a 25% reduction in onboarding time. • Mentored team members on operational procedures, quality standards, and performance expectations, increasing overall team productivity by approximately 15%. • Assisted in the development and refinement of training materials and process documentation to support consistency and scalability. • Supported leadership with performance tracking, feedback, and engagement initiatives that improved retention and employee confidence.