Nicole C. Brown

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

Washington, DC

Email adu534@r.postjobfree.com

Contact 202-***-****

SUMMARY Seasoned customer service professional competent in organizing

routes, dispatching drivers and resolving customer and tech concerns. Detail-oriented, responsive and adaptable to changing conditions. proficient in managing, multi-tasking projects, regulations and procedures.

EXPERIENCE

DATES 06/2019 TO CURRENT

JOB TITLE, CCR I-TECH SUPPORT

COX COMMUNICATIONS - CHESAPEAKE, VA

Provide daily support to Inbound residential customer, documented conversations with customers to track requests, problems and solutions. researched resolutions, contact necessary departments and responded via phone, mail or fax and actively listening to customers and asking appropriate follow-up

questions to resolve problems and offering valuable sales and services.

DATES 03/2017 TO 06/2019

JOB TITLE, ROUTE SUPPORT SPECIALIST

COX COMMUNICATIONS - CHESAPEAKE, VA

Daily support and confirming all techs are signed in & ready for 1st job on time, maintaining Cox Business and Residential technician’s routes to capacity, ensuring techs points for daily work to

guarantee our time arrival, rescheduling/canceling work orders when needed, contacting customer’s when running behind, create work order requests via email & verbal requests, verifying

escalations by phone & emails to send techs out to resolved in a

timely manner and complete all techs work-orders are checked in

nightly and more.

DATES 06/2014 TO 03/2017

JOB TITLE, COMMCENTER SPECIALIST II

COX COMMUNICATIONS - CHESAPEAKE, VA

Daily maintaining and dispatching Cox Business TECH in the

HRD/ROA and NOVA Market, ensuring CB techs start/end with correct points per job,

rescheduling and/or canceling work-orders when needed, create work-order requests via email and verbal requests, verifying escalations and dispatching techs to resolved in a timely manner

DATES 06/2011 TO 03/2014

JOB TITLE, COMMCENTER SPECIALIST I

COX COMMUNICATIONS - CHESAPEAKE, VA

Daily maintaining and dispatching NOVA/Roanoke residential technicians

route to capacity, ensuring my team daily points were correct and they meet their OTG's,

rescheduling and/or canceling work-orders when needed while

contacting the customer when running behind. also, create work-order requests via verbal and email requests, verifying escalations and getting techs out to resolved in a timely

manner while overseeing and receiving incoming calls from multiple

supervisor in multiple markets and vendors

DATES 06/2006 TO 06/2011

JOB TITLE, ACCOUNT SERVICE

COX COMMUNICATIONS – HERNDON, VA

Review incoming calls customers account and sales, provide detailed information on customer accounts, install payment arrangements, set up and complete disconnections of service, provided best plans for services, and create service calls for all residential customer

DATES 07/1997 TO 09/2004

JOB TITLE, ACCOUNT & PRODUCT SALES AND SERVICE

VERIZON COMMUNICATIONS – HWASHINGTON, DC & BELSTVILLE, MD

Create new accounts for the DMV area and review incoming calls customers account and sales, provide detailed information on customer accounts, assist with escalated calls, install payment arrangements, set up and complete disconnections of service, provided best plans for services, and create service calls for all residential customers.

VOLUNTEER WORK

Dates: 2008 – Present

Helping Hands Community Ministry (HHCM)

Project Lead for all HHCM outreach events

•Manage Social Media content and information

•Manage and track HHCM project milestone and goals

•Provide administrative support to HHCM leadership

SKILLS

• Customer relations

• Call Center Operations

• Quality Control

• Inbound and Outbound Calling

• Fleet Dispatching

EDUCATION

DATES 09/2004-06/2005

FAME NAIL SCHOOL, LHYSTVILLE, MD

LICENSE NAIL TECHNICIAN

DATES 08/1994

SOME COLLEGE, THE ART INSTITUTE OF ATLANTA - ATLANTA, GA

FASHION MARTKETING AND DESIGNED

DATES 06/1994

HIGH SCHOOL DIPLOMA, h.d. woodson shs, washington, dc

business & finiance

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