Lynnette - Customer Support Team Lead with 5+ years in telecom industry

Houston, Texas, United StatesRemoteen

Led escalation processes for complex customer issues, ensuring high-quality resolutions across multiple channels.

Achieved 92%+ quality assurance scores by monitoring metrics and coaching support agents effectively.

Published on CazVidOpen to remote

Summary

Experienced in managing customer retention, quality assurance, and product support in telecom environments. Skilled in team coaching, data analysis, and process improvement.

Key Achievements

Analyzed support data to identify trends, improve workflows, and enhance customer satisfaction.

Skills

Customer RetentionExpert

Managed customer retention strategies and resolved escalated issues to maintain customer loyalty.

QA TestingAdvanced

Performed manual and automation QA testing to ensure quality standards in support processes.

Product SupportAdvanced

Provided technical support for products, investigating issues and collaborating with internal teams.

CRM & Call Center SoftwareAdvanced

Utilized tools like Zendesk, Jira, Salesforce, and Slack to manage support workflows and communications.

Experience

Team Lead (remote) – Customer Retention

AT&amp;T/DIRECTV

February 2024 - May 2025

Served as escalation point for complex technical and account‑based issues across phone and chat channels, ensuring high‑quality resolutions for large‑scale, customer‑facing platforms., Investigated recurring product and system issues, identified root causes, and partnered with internal teams to...