Qualified Technical Support Representative with over 20 years in fast-paced customer service and call center environments. Personable and professional under pressure. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Skills
Customer service expert
Strong Organizational Skills
MS Windows proficient
Quick learner
Creative problem solver
Exceptional communication skills
Floor support
Top 10% percent
Ranked #3 in shift Bid
Technical Support Rep 3
Assist with training new reps
Experienced and knowledgeable of internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration.
Work History
Tier 3 Tech Support, 06/2012 - Current Spectrum (Time Warner Cable) – City, STATE,
Provide support to customer calls on the more complex service issues.
Serve as a liaison between the customer and various departments to troubleshoot and resolve local network problems.
Coordinate resolutions with the NOC and GNOC and report updates to the customer.
Assist customers with high-speed data and Digital Phone service and may handle some billing, video and on-demand service concerns.
Communicate problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff.Electronic correspondence, including but not limited to Online Support Systems(O.S.S) tickets, Help/RR-Comments e-mail/Network status reports, VoIP tickets, IssueTrak Tickets, etc.
Perform all other duties as assigned.
Personal Solution Advisor (PSA), 06/2010 - 06/2012 Time Warner Cable – City, STATE,
Mortgate Servicing Representative, 03/2007 - 06/2010 CountryWide Home Loans – City, STATE,
Loan Sales support - Collateral and file preparation/delivery, data integrity, and research
Investor Support – Participate in with managing investor relationships, third-party inquiries, and account-level research and analysis
Account maintenance/research - Perform research and account updates to meet contractual, customer and/or regulatory requirements (e.g. payment processing, changes to customer data, document retrieval)
File review – Review key loan documents, data elements, error documentation, and quality reporting.
Education
High School Diploma: , Expected in 1999 - HillCrest High School - Dallas, Tx GPA:
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