Problem Report and Bug Validation testing, as well as regression testing for upcoming software releases to Set Top Boxes (STB). Tool creation to build on the newly created Beta program. Problem Report response and issue tracking; driving tester engagement. Worked to test known and newly reported issues with beta software to prepare it for release to production. Provided problem workarounds and assisted in developing fixes for various software bugs found in both STB UI, Application software, and OTT software. Provided response for and drove engagement with customer and employee testers to ensure that reports would continue to increase allowing us to better resolve problems in a timely manner. Tested new features and applications to identify issues prior to release to production. Utilized Microsoft Excel, Google Sheets, Google Apps Script, various formulas to provide timekeeping for PR responses and Bug Validation duration to assist with determining extent of issues and measure efficiency in resolutions.

Provided 1on1 Technical Support to customers with a high number of technical calls, technician visits, or product replacements. This role involved end user use of Service Now, Freshdesk, and custom case tools in Microsoft Access. Our goals were to reach out to the customer via phone and email and establish a relationship with the customer to drive retention. Utilizing any tools available via the internet or in house to us we would troubleshoot some of the most complex technical issues our service faced. We liaised with local Technician hub offices, Retail Technician Teams as well as the highest level Technicians the company employed to provide first contact resolution for all issues ranging from customers service matter to complex technical issues. We remained in contact with the customer until all problems were solved and the customer was satisfied. With 1000+ cases managed in a year for extremely high risk customers, I maintained a churn rate of less than 4.5% annually. For several months of this role I was tasked with assisting the Dish NOC with Dish Network’s wireless buildout project. This meant provisioning Cradlepoints, running Python scripts in puTTy, activating PDUs, and troubleshooting connectivity issues in MVDDS setups using CBNL radios and tools. We used Zinc as a chat tool to remain in constant contact with the NOC and Technicians on site installing A/B radio setups to deploy wireless spectrum. Much of this was done without support, and required quick pivoting to learn 5-6 new tools quite literally overnight to be successful. Myself and 2-3 others led support on this for our teams and guided team members through setup, troubleshooting, and tool issues to ensure the overwhelming success of the project.

Managed teams of employees numbering ~15 people at any given time. This role involved overseeing performance and providing training, development, and coaching to resolve areas of poor performance as well as drive company initiatives. During this time I consistently maintained one of the top 8 performing teams in our site (~30 teams). This was a drastic turnaround as the team averaged in the bottom 10 prior to this period. My success here was a result of bringing my knowledge of training and development to the role. I developed tools for my agents to use that targeted their specific areas of struggle, dedicated all of my time to 1on1 interaction with them both on calls and through coaching, and provided highly successful incentives to drive performance and upsell.

On the Job Training (OJT) and Classroom Training for both new and existing employees. The OJT position involved 1on1 training on calls, in classroom training, coaching, new hire team management, metric based performance analysis and initiatives, and new hire retention. I received numerous awards both monthly and annually for my performance, initiative, and project completion in this role. The Classroom Training position involved repeatedly training a 3-4 week class on business policies, soft skills, tools, product line, technical troubleshooting, billing policy, de-escalation, and customer retention. I also provided classroom training on innumerable business policy changes, de-escalation tactics, soft skills refreshers, new product and tool usage and troubleshooting, and company initiatives (upsell/promote, promoting the business, etc.). During this time I was also responsible for management of the team of OJTs at various points, driving performance, scheduling and staffing, and tool creation and project management. I developed multiple tools in this “OJT Team Lead” role that would go on to be used across the enterprise both in country and at sites abroad. I was also hand selected to travel for the company for a month to our corporate location in Denver, CO. During this month I provided 1on1 training as part of a program called Base Camp. The program was designed to put non-customer facing executives, managers, and analysts through several weeks of customer service training so that they may better understand our customer base and the challenges their teams may face in their roles.

Advanced troubleshooting and product support over the phone to customers. Utilizing company tools and problem solving skills, I found great success in efficiently walking customers through resolving technical issues with both Dish service and products, as well as a significant number of 3rd party devices, OTT services, Satellite Broadband, and Modem/Router/Gateway troubleshooting and provisioning.

Provided primarily billing and programming support to customers over the phone, utilizing company tools to do so. Followed company initiatives and offered upsell attempts for various targeted programming add-ons.