Tito Perry

Serves as the frontline of customer support associate to develop and maintain customer account relationships across various lines of business via our customer-relationship management system, phone, and email.

Principal Duties
Handling of customer requests across the Norfolk Southern system
Works with the customer and rail terminals to address and fix any billing issues to ensure expedient movemen

Managed day-to-day customer relationships across multiple business lines via CRM, phone, and email, acting as a key point of contact for shipment status, issue resolution, and account support. Collaborated with rail terminals and billing departments to quickly resolve service and billing discrepancies, ensuring timely freight movement and client satisfaction. Monitored and managed freight activity

Responsibilities include:

1. Front line support of internal and external customer inquiries via our online ticket help system, phone, email, and chat.

2. Handling of requests from client personnel locally and across their intermodal terminal system.

3. Processing of shipment hold requests.

4. Processing of billing changes.

5. Daily reporting distribution.

6. Processing of storage guarantees.

Delivered frontline support to clients and internal teams across multiple channels (ticketing system, phone, email, chat), ensuring prompt resolution of inquiries and service requests. Handled shipment holds, billing changes, storage guarantees, ETA requests, and data corrections to support accurate and efficient logistics operations. Produced daily reports and billing summaries using SAP, Excel,

Served as single point of contact for all business and federal government customers for voice or high-speed data service repair issues. Managed customer communications regarding voice and data circuits, trouble process from initial call through resolution, and first level of service troubleshooting. Oversaw trouble fix through various fix agencies and escalated issues as needed.

Acted as the primary liaison for business and federal government clients, resolving voice and high-speed data service issues from intake through resolution. Diagnosed technical faults, coordinated with repair teams, and ensured timely escalation of critical issues. Maintained SLA compliance and customer satisfaction by driving end-to-end service recovery and communication management.

Handling inbound calls or chats from customers with the intent of answering questions, teaching best practices, or troubleshooting issues using a variety of tools, techniques and procedures
Using technical aptitude and a love for people to address customers’ explicit needs and fill in the gaps for the unspoken needs
Actively participating and contributing to a growing knowledge network to improve

Worked as Supervisor at UPS.

Responsible for providing escalation management support to Enterprise Wireless churn-threat customers. Projects ranged from inbuilding implementation and troubleshooting, metro market performance analytics for customer visibility, and national fix-agency/vendor management. Once engaged was designated as single point for internal and external customer teams. Responsible for providing streamlined

Supervised and supported front-line service teams; provided coaching, training, and performance oversight. Designed and streamlined onboarding processes to accelerate productivity and reduce training overhead.

Worked as Business Customer Service II - Coach at Sprint.

Led complex case management for corporate wireless accounts, coordinating engineering support and outage remediation. Managed network issue escalations and ensured timely resolution through ticketing and cross-functional communication.

Provided Tier II support to field teams and corporate clients for device, network, and account-related issues. Diagnosed service disruptions and opened engineering tickets; supported internal escalations and product rollouts.

Served as the primary support contact for enterprise and government clients with voice and data circuit issues. Managed full lifecycle of technical incidents and worked with repair teams to expedite resolutions and ensure uptime.

Was responsible for all troubleshooting and reporting duties for the Pacific Northwest, Mid-Eastern, and Southeastern US sales regions. Produced daily, weekly, and monthly reports regarding website activity and dealer’s new & used car inventory. Handled initial troubleshooting on all website issues (connectivity, errors, multimedia issues, etc.). Answered all written and verbal requests regardi

Handled the troubleshooting disconnect, install, and cancel orders for aDSL customers by navigating through vendor databases (BellSouth, Verizon (East & West), MCI, Qwest, and SBC). Save any rejected orders. Handle any problems with fulfillment of modems or home networking equipment. Handle various billing issues on customer accounts. Research issues and apply credits or charges as applicable

Acted as primary contact for all promo placements (both topical and generic) for CNN International – Latin America. Scheduled cross promotional material for sister Turner networks. Utilized AS/400 system to input data. Worked with Ad Sales department to ensure that there were no conflicts with paid ad time.

Supervised and trained team of small business customer service agents. Handled all escalated customer service issues regarding telephone and internet service as well as requests for compensation for any downtime experienced by customer base. Established and implemented all business procedures for department. Created department handbook. Organized training and orientation for all new employees

Acted as single point of contact for all small business customers having trouble with their telephone and/or internet service. Utilized AS/400 and Remedy systems to log business information as well as actions taken during the course of trouble resolution. Provided customers with timely status reports as required. Assisted customers and vendors with servicing PBXs and changing phone line feature