App Developer III
Nov 2022 – Current
As an App Developer at Echostar, I primarily worked to connect our ticketing platform between front-line agents, case workers, IT operations, and our large data sources. In this role, I was a product owner for our Freshdesk applications and integrations.
Application Development – I designed, developed, and deployed a replacement to our legacy ticket submission platform. The replacement contributed to reducing load time of the application from 8-11 seconds to .5 seconds, reducing application load time by 94%. I also added integration with an application designed to direct front-line agents on next steps, so that the submit a ticket page was not only usable from within the application, but also took customer data, and pre-filled several ticket fields, reducing the time it took to fill tickets by up to 45%, based on ticket type, and saving the company over $70,000 a year in agent time alone filling out tickets.
App Integration – I wrote dozens of integrations to integrate our ticketing platform with other applications, and big data. This includes pulling customer sales data to create callback/outbound tickets where we have front-line care agents call the customer back when they receive the product to ensure they activate services and confirm the sale. Other ways we integrate is to generate automated reports for corporate stakeholders, integrating issue that are non-resolvable by front-line agents or case workers to back-end stakeholders who can resolve issues, including B&C and IT.
Platform Administration – I provided support in administrating the Freshdesk platform. This includes user provisioning, email inbox to ticket generation bonding, training corporate users on how to use the platform, reporting issues with the platform to our vendor, and notifying stakeholders of upcoming maintenance windows or existing outages.
Customer Escalations and Agent Support
Nov 2022 – Current
Problem Solver and Clear Communicator – I provided front-line care support to customers and agents. In this role, I would help provide direction if an agent did not know how to proceed on a call or had tool issues, provide information when an agent needed help with confirming information about our products, and directing agents on de-escalation techniques and resolution paths that would both adhere to company policy, and make the customer happy.
Works Well Under Pressure – Additionally, I would take calls directly if a customer requested a supervisor or was otherwise escalated with an agent. I would then support the customer by identifying their concerns, confirming the issue, and providing a resolution that resolved the customer’s issue within company policy. It was my job to know what was possible and find a resolution to ensure both the customer and company were satisfied.