During my tenure at 8x8 I have seen this company grow from a small company into a transforming enterprise company, with a great service, and people who are experienced in developing innovative communication technology to help businesses grow.
Technical Trainer (2009-2015)
During my time as a Technical Trainer I was support the Customer Service Department with training for new hires, feature & product training, and network troubleshooting training, system training, and ongoing training.
Over my time as a trainer, I have trained hundreds of new hires over the years and have made so many connections.
Below are links to Training Video I have edited using Adobe Premiere & Camtasia
Product Specialist - Product Marketing
(2008-2009)
During my time as a a Product Specialist one of my first product releases was Call Queuing feature it would allow you to setup a phone queue and put people on hold if your phones lines where busy. (See photos)
I was part of the development of the user guide and training of the new feature to our sales and technical support teams
Account Manager View to manage the Call Queues and see status
Account Manager View to create Call Queues
Customer Retention Supervisor (2008-2009)
Customer Retention Specialist (2007-2008)
As a Customer Retention Specialist, I was the first person to head and organize the Customer Retention Team. Project managed the Virtual Office support team with escalations from upper management and programs to ensure customer satisfaction. Developed and manage customer retention/cancellation process. Ensure that leads are created and logged into SalesForce.com CRM properly so that reporting reflects accurate data.
Once the Customer Retention Program was implemented it saved the company and average of $10,000 in monthly services and reduced customer churn to 1.3% monthly.
Senior Technical Support (2006-2007)
Technical Support Agent (2005-2006)
As a Senior Technical Support agent, I supported the Tier 1 Support teams by helping them resolve customer escalations. Troubleshoot and solved network and call quality issues with business customers. I worked closely with supervisors and managers with customer escalations and special projects.
Additional Responsibilities:
● Local Number Portability (LNP) Liaison to Level 3 Telecom Carrier Provider.
Additional Responsibilities:
● Local Number Portability (LNP) Liaison to Level 3 Telecom Carrier Provider.
Over my time as a trainer I have trained hundreds of new hires over the years and have made so many connections.
