Provided dedicated client support for ZevBit, an estimating SaaS platform built for landscaping and construction businesses, helping customers understand and effectively use the software's estimating, job costing, and project management features. Guided new clients through onboarding, platform setup, and workflow configuration, ensuring smooth adoption of ZevBit's estimating tools and reducing time-to-value for landscaping and construction contractors. Managed customer conversations and support workflows through Intercom, responding to client inquiries, documenting issues, organizing follow-ups, and maintaining a consistent and professional support experience. Created and updated Help Center articles, internal SOPs, and process guides covering ZevBit workflows, enabling clients and team members to follow clear steps for onboarding, support escalation, and platform usage. Used AI tools including ChatGPT, Manus, and Claude to draft SOPs, summarize client conversations, structure internal reports, and accelerate documentation tasks without compromising accuracy. Assisted with QA testing by reviewing platform features, replicating reported bugs, documenting issue behavior, collecting evidence, and escalating findings to the appropriate team for resolution. Maintained and updated operational trackers using Excel, Google Sheets, HubSpot/GHL, and Intercom to monitor client status, onboarding stages, open issues, upgrades, and follow-up needs. Collaborated with Sales, Support, and Product teams to clarify client statuses, validate account activity, document process gaps, and improve alignment between client-facing and internal operations.

Led Tier-1 and Retail support operations for Comcast Xfinity Mobile, managing daily execution, performance follow-up, and operational alignment to support customer experience and business KPI goals. Managed weekly, monthly, and quarterly business reviews with vendor managers and Comcast stakeholders using performance data, operational insights, and action plans. Implemented structured coaching routines for leaders and agents after identifying performance gaps, improving consistency in customer handling, KPI execution, and service quality. Partnered with leadership teams to align engagement initiatives with operational objectives, improving communication, employee motivation, and retention-focused execution. Supported sales, retention, upselling, and cross-selling strategies by reinforcing consultative customer handling, needs discovery, and service-focused communication.

Provided advanced coaching to team leaders after identifying customer experience and performance opportunities, strengthening leadership consistency and operational execution. Mentored new coaches and supervisors by sharing performance management practices, feedback methods, and customer experience strategies. Supported performance improvement plans by reviewing operational metrics, coaching documentation, and customer experience trends.

Supervised Comcast West operations by monitoring team performance, service quality, and daily execution to support operational targets. Facilitated training sessions for new hires and existing employees, improving product knowledge, process compliance, and customer handling skills. Contributed to continuous process improvement by identifying knowledge gaps, reinforcing best practices, and supporting operational consistency.

Specialized in Net Promoter Score improvement by creating tailored coaching plans based on customer feedback, service behaviors, and performance trends. Developed feedback mechanisms to help agents understand customer pain points, improve call handling, and strengthen satisfaction-focused behaviors. Partnered with operations, QA, training, and leadership teams to identify recurring customer experience issues and support corrective actions. Coached leaders and agents on customer experience standards, improving consistency in service delivery, communication, and problem resolution.

Provided real-time customer support through chat, resolving service inquiries, account concerns, and technical issues while maintaining quality expectations. Assisted with training delivery and knowledge sharing for new hires, supporting onboarding readiness and process understanding.

Resolved technical, account, and service-related issues for T-Mobile customers following troubleshooting steps, internal procedures, and customer support standards. Participated in pilot programs designed to improve customer support strategies, providing frontline feedback and helping test process improvements.

Assisted customers with mobile service inquiries, account questions, plan support, and issue resolution while following customer service procedures.

Supported prepaid financial services customers with account management, transaction-related inquiries, issue resolution, and process guidance while maintaining service quality standards.

Handled debt collection calls using a customer-oriented and negotiation-based approach while following compliance requirements and internal protocols. Managed customer conversations professionally by identifying payment concerns, explaining options, and documenting call outcomes accurately.