*** **** ******

Albany, NY *****

Phone: 518-***-****

Email: acqzwf@r.postjobfree.com

Jaquan Wilson

Summary of Qualifications

Self-motivated, results-driven problem solver who possesses excellent communication and technical problem solving skills. Extremely knowledgeable on advanced technology and high tech system issues. Skilled at learning new concepts quickly, working well under pressure and communicating ideas clearly and effectively. Consistently proven in work experience the ability to work in a fast paced performance- measured environment while managing multiple functions and computer systems. Education

Certificate in Networking, 2009

Lincoln Technical Institute, Paramus, NJ

Networking+ Security+

High School Diploma, 2008

Hackensack High School, Hackensack, NJ

Professional Experience

September 2014-July 2015 Time Warner Cable Albany, New York Inbound Sales Representative

Provide customer service support to Time Warner Cable customers by cultivating relationships to ensure complete satisfaction. Provided routine customer service billing support including but not limited to researching and explaining billing statements to customers, taking customer payments for service and handling collection issues and disputes. Researching marketing tools used by competitors of Time Warner Cable.

Process requests of transfers of service to the new homes of residential customer while ensuring their packages and levels of services address their household needs. Maintain and cultivate relationships with existing customers looking to upgrade their level of services.

Troubleshoot modems and cable boxes using multiple computer software programs. Documenting into Remedy steps taken to alleviate customer issues.

Process activation support for customers who processed service order changes. Correct orders that has been inputted by previous representatives.

Provide updates on installation dates and request for serviceability of Time Warner Cable products and processed estimated time of arrivals for trouble calls and installations.

Process port orders for requests of VoIP phone services and transfer phone numbers from telephone providers.

Processed changes of services and disconnection and reconnection of services. Processed appointments for trouble related phone calls and confirmed appointments as well, performed troubleshooting steps to resolve issues with cable, data and phone services. Identified issues with service using probing questions to get a clear understanding of customers’ needs and expectations. Use of computer technology and software programs to perform diagnostic testing to determine the root of a problem and determine solutions to resolve issues.

Assisted fellow employees on how to find answers using different database tools to resolve customer inquiries or issues. Also assisted customers and colleagues with difficult billing inquiries’, including prorates and billing cycles and balances due on accounts.

Kept up to date with new changes that impacts customer service with Time Warner Cable such as High Definition Integration, Digital Initiative, channel changes, changes in rate of products and services. Assisted customers over the phone with the installation and configuration of products such WILSON 2

as but not limited to: Cable boxes, DVD/VCR player, hook ups to Home Theatre Systems, High Definition formats, modems and routers configuration for PC and Laptops for internet and phone services, and assistance of ensuring customer is using the best formats available based on TV’s purchase and connections used.

July 2013-June 2014 Walmart Passaic, New Jersey

Merchandiser

Performed duties as a Merchandiser down stocking and maintaining integrity according to retailer mandated policies. Used strong communication skills to interact with store management and consumers. Duties also included stocking and implementing plan-o-grams, visual merchandising, resets, product cut- ins, audits and the use of digital devices to upload photos to the online reporting systems. Professional Training:

Computer Forensics

Apple/Mac

IBM/Lotus Notes

Data Entry

Computer Networking and Data Systems

Microsoft Office

IBM/Lotus Notes

Cable, Data, VoIP services

REFERENCES

Roxeen Mundy, Information Technology Specialist, NYS Office of Technology, 917-***-**** Senghor Morgan, Sales Supervisor Trainer, Time Warner Cable, 516-***-****