Ryan Cochrane
Licensed Real Estate Agent | Sales Development Representative | Sales Enablement Specialist | Client Specialist
- Role
- Fiber Customer Support Analyst at Verizon
- Location
- Syracuse-Auburn, US
- LinkedIn followers
- 500 followers
About Ryan Cochrane
I’m a Customer Success professional with 10+ years of experience building strong…
Experience
Fiber Customer Support Analyst
Jan 2025 — Present · Syracuse, NY, US
Serve as the primary point of contact for Fios Fiber customers, resolving technical issues, billing inquiries, and service disruptions with a 95% first-call resolution rate.• Utilize CRM tools and internal support platforms to manage up to 60+ daily customer interactions, ensuring efficient case tracking, escalation, and resolution.• Collaborate with cross-functional teams to troubleshoot fiber-optic connectivity concerns, enhancing customer satisfaction and reducing repeat call volume by 22%.• Deliver clear, empathetic communication while guiding customers through service installations, account changes, and device setups, contributing to a 30% increase in positive post-call survey ratings.• Identify trends in customer issues and proactively escalate systemic concerns to leadership, supporting continuous improvement efforts in service delivery.• Maintain up-to-date knowledge of all Fios products, services, and promotions to provide accurate support and maximize customer retention opportunities.• Support training of new analysts by sharing best practices and contributing to knowledge base updates, improving team-wide efficiency and response consistency.
Education
State University of New York College at Oswego
Bachelor's degree
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