Harly Mirafuentes

• Analyzed data trends related to customer escalations, using insights to make informed decisions on process improvements and resource allocation.
• Fostered a positive work environment through open communication, peer recognition, and clear expectations, resulting in increased employee morale and reduced turnover rates.
• Mentored junior staff members in handling challenging situations, increasing their confidence and expertise in managing tough cases effectively.
• Adapted quickly to changing company policies or procedures related to escalations, ensuring seamless transitions for both customers and team members during times of transition.

• Responsible for helping customer with their cable service technical issues. As well as streaming platforms, STARZ,Showtime, HBO max.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

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• Streamlined data collection processes by implementing efficient survey methodologies.
• Utilized advanced analytics tools to interpret complex datasets, identifying patterns and trends that informed strategic decisions.
• Enhanced market intelligence by conducting thorough research and analysis of industry trends.
• United States of America 2020 Elections

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for TV , Internet and home phone service.
• Comcast/Xfinity