Customer Operations
- Developed agent and customer journey flows for Use, Pay and Support processes
- Developed and delivered training and online support databases for mobile customer service teams on activation, data policy controls, network troubleshooting and device upgrades
- Created requirements and test cases for customer service platforms including life cycle events, billing and payment inquiry.
- Developed requirements for proprietary customer service tools, ticket escalation platforms and network troubleshooting platforms.
- Managed enhancements for self-service D2C portals and mobile app sales tools for iOS /Android.
- Developed acceptable use policies and completed data investigations into excessive and fraudulent use cases.
- Our consultants have completed Google and Apple support certifications.