After 10 years of thriving but not feeling fulfilled in customer service, I knew that I needed to do something I was more passionate about. I first started learning how to code independently, found I loved the challenge and so I sought out a boot camp to grow in knowledge and become certified. I now have a foundational understanding of full-stack development in Java and Java-Script. Liking to focus more on back-end development I have worked both individually and in teams to complete projects building applications.
Use acquired knowledge and resources available to research and enforce policies and/or guidelines in order to resolve customer conflicts while acting as an extension of Root as well as training new Customer Experience Representatives.
Handle escalations from Customer Experience Representatives calls, emails, and chats with call-outs and email follow-up with 92% QA over 5 months.
Work HelpDesk to assist Customer Experience Representatives’ questions for best response with 90% average QA over 5 months.