I am a former customer service representative of a telco account, Sprint to be specific. I was assigned on GenCare Department and trained to handle customer's concerns with their monthly bills. We are also to explain and provide information with the inclusion of their service plan and their options available if ever they wanted to change their current plan. There are also scenarios where customer needs a payment arrangement and we are to set it on the system on the dates they were eligible to extend their payment. We are to do troubleshooting steps as well, whenever customers having issues with their network and on their phones. Luckily, I got promoted as a Team Coach Production and trained to be part of National Sales Support. In that additional line of business, we are to create customer's account, reviewing their credit scores to know if they were qualified to establish new account to Sprint. We are also responsible to reset and override their upgrade eligibilities. After 2 years and 5 months the organization decided to transfer most of us to a financial account. I am assigned to American Express-Bluebird and Serve Prepaid Card, where in providing information to customer regarding tax refunds and their direct deposits were the main scope of our responsibility. Months have passed and I got trained for an upskill which handles every concerns of the customers starting from their account balances, checking the information on their subaccounts, updating their personal information on the system and even helping them with their online accounts. I am assisting customers as well with card activation whenever they received their new cards and replacements if they have lost or if their card was damaged or about to expire. Same year, new skill was added to my portfolio and I was trained to handle tier 2 calls which includes disputes and escalations. For disputes, customers reporting some transactions that were unauthorized , goods and services that they did not receive but was deducted on to their account and also if they have processed ATM withdrawals and the machine did not dispense cash, then it is our job to process the disputes for them. For escalations and as a supervisor on call , we are to provide the accurate information to our customers.