Michelle Tabor

Day of Service Escalation Specialist - Charter Communications, LLC

** ****** ***** - *******, ** 01570

acp6io@r.postjobfree.com - 508-***-****

Dependable and skilled Office Administrator with many years of expertise in customer service,

office management and accounting. Strengths include the ability to listen and analyze customer

needs, negotiate win/win outcomes and manage the details of a busy office. Motivate teams to

meet goals. Proficient in Microsoft Word, Publisher, Excel, Access, PowerPoint and Outlook,

Quick Books, Great Plains, ACT and Baan Accounting and Operations Software.

WORK EXPERIENCE

Day of Service Escalation Specialist

Charter Communications, LLC - Worcester, MA - April 2009 to Present

Under general supervision, responsible for providing assistance to customers that have contacted

us on the 'Day of' their Installation or Service appointment. Through advanced training in both billing systems,

troubleshooting, conflict resolution and Charter policies and procedures, agents

will be skilled to assist customers with any concerns they may have on the 'Day of' their

appointment.

ESSENTIAL FUNCTIONS OF THE POSITION: Contribute to the Company vision of being the industry leader

in customer service through quality, commitment, courtesy and teamwork.Assist in providing the highest levels

of customer service as it pertains to any consumer matters.

Receive inbound calls from customers calling on the day of a given appointment. Effectively

troubleshoot our advanced products and services including but not limited to; HDTV, VOD,

DVR etc. Use all available tools to effectively resolve customer problems (ACP, KMS etc.) to avoid unnecessary

truck rolls and further escalation of the situation at hand. Contact other

departments on behalf of customers to resolve customer issues. Identify and leverage

opportunities to cross sell and up sell additional Charter products and services during customer

interactions. Effectively communicate appropriate charges, company policies, and/or procedures as

determined at the time of the call. Perform other duties as requested by supervisor

Skills/Abilities and Knowledge

Ability to adhere to Local, Federal regulations and company policies

Ability to communicate orally and in writing in a clear, professional and straightforward manner

Ability to diffuse escalated customer situations through high level problem solving

Ability to communicate with all levels of management and company personnel

Ability to use and understand Billing systems, Knowledge Management Systems (KMS)

and any other company software necessary for us to provide World Class Customer Service

Ability to use, handle and manipulate objects such as paper, pencils, keyboards and mouse

Ability to work seated for a prolonged period of time / Ability to wear a telephone headset /

Ability to work independently and follow directions related to your job with little follow-up by your supervisor /

Ability to lift up to 25 lbs

Customer Service Rep

Triumph Learning LLC - Northborough, MA - January 2008 to November 2008

Process product orders from customers via phone/fax/email, and enter order into computer.

Follow up with customer with delivery information. Receive and respond to customer requests for product

information; convey and suggest sale and complimentary samples; expedite orders

referencing computer and on-line catalogs. Follow-up on status of orders previously placed.

Receive customer complaints and expeditiously resolve to the satisfaction of all parties involved, with the

customer's concerns being of utmost importance. Expedite back ordered products as they become available.

Answer customer questions on educational materials; recognize

opportunity for related product items and make recommendations or suggestions. Coordinate

customers' requests for quotes with outside/inside Sales Reps. Perform other duties in support of

Sales Operations.

Customer Service Representative

Snap-On Tools - Milford, MA - 2005 to 2007

Respond to inbound calls for product orders, product information, order status & customer

complaints.

• Enter orders accurately and quickly into the information system.

• Listen to customers' needs and suggest sale and complimentary product items to increase sales.

Answer customer questions on tool applications; recognize opportunity for related product items and make

recommendations. Coordinate customers' requests for quotes on tools and equipment.

• Expedite orders utilizing expertise with computerized and master catalog information, and knowledge of

appropriate internal suppliers and external vendors.

• Track and follow-up on outstanding orders to ensure delivery and improve customer

satisfaction.

• Receive customer complaints calmly and expeditiously work to resolve issues for a win/win

outcome.

• Identified as #1 in placing successful telemarketing calls to Franchises to sell equipment and tools. Sold $2.3

million in 2006.

* Daily average of 86.5 incoming calls.

Customer Service Associate

Cranston Print Works - Webster, MA - 2004 to 2005

Enter orders for export/domestic market. Bi-weekly report management & update open orders.

• Updated customer database using MS Excel and Word and prepared a mail merge for quarterly

promotion catalog mailings.

• Prepared customs documentation for 35 international customers receiving shipments of printed

cloth.

• Interacted successfully with export and domestic customers and Sales Representatives in New

York and Switzerland to ensure top-notch customer service and timely and accurate shipments.

Customer Service Representative

Scholastic Book Fairs - Marlborough, MA - 2001 to 2003

Provided customer service and accounting for a small department servicing New England.

• Responded with accurate and timely solutions to customer inquiries.

• Maintained office equipment to ensure department efficiency.

• Organized, updated and collected on outstanding accounts which increased revenue.

Temporary Administrative Assistant, Receptionist / Customer Service Representative

Faith Casler Associates - Natick, MA - 1995 to 2001

Assignment for eight months at Gorman Richardson Architects, Hopkinton, MA

Performed administrative and receptionist duties for principals, project managers and marketing

manager.

• Coordinated incoming calls for a 100+ extension phone system and maintained the conference

room schedules.

• Maintained consultant and contractor listings, a client and project file system, chronological and pending files,

marketing proposals, and media files so that the materials needed could be

retrieved quickly and easily.

• Edited and prepared responses to Requests For Proposals and completed government forms and required

qualification statement (SF 254's).

Assignment for eight months at Guaranteed Builders, Inc. Douglas, MA

Provided customer service, administrative and receptionist duties.

• Reorganized and updated the filing system to be more efficient.

• Ordered office inventory to contain costs and have products in house when needed.

• Designed and procured advertising materials for local ads and Home Shows.

• Provided customers with support by solving problems with new homes. Built relationships with suppliers and

in-house contractors.

Five month assignment at American Express Travel Co., Hopkinton, MA at EMC

Provided customer service for customers of this busy travel office.

Ensured the timely delivery of all airline tickets to and from customers.

Supported a sixteen line phone system and routed all calls to appropriate personnel.

Procured and organized office supplies.

Publishing Production Manager

Prime Computer, Inc - Framingham, MA - 1977 to 1986

Directed the technical and program management for the publishing of 2 and 4 color computer

manuals. Managed 300 titles annually with a team of eight Technical Illustrators and three

Production Specialists from concept development, through production of camera-ready

mechanicals, to final printed material.

• Established a strong working relationship to ensure win/win negotiations with color-separators,

printers, vendors and photographers.

• Coordinated engineering, purchasing and editorial departments to ensure first-class printed

manuals.

• Utilized ability to estimate and negotiate excellent pricing in the purchase of printing/paper

materials.

EDUCATION

Certificate in Mechanical Drafting

Wentworth Institute of Technology - Roxbury, MA

Certificate in Graphic Design

Mass College of Art - Boston, MA

Certificate

Burdett School - Boston, MA

High School Diploma

Hudson Catholic H.S. - Hudson, MA

SKILLS

Publishing Management, Graphic Design, Receptionist

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