Technical Support Sales

ROSALINDA ISAAC

PROFESSIONAL EXPERIENCE:

Time Warner Cable San Antonio, TX

Technical Support Specialist

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• Responds to technical support inquiries and problem reports escalated through a ticketing system and serves as

escalation point for difficult issues for lost, stolen convertor boxes.

• Coordinated and communicated with other divisions all customer concerns.

• Troubleshoots, identifies and resolves complex problems using PeopleSoft and ICOMS.

• Completed reports utilizing pivot tables to completed CPE inventory.

• Handled multiple projects simultaneously and enthusiastically, worked independently, and handled field inquiries.

• Responsible for ordering all materials, supplies and equipment for the department.

• Monitored control and flow of all materials.

• Assisted with inventory of the entire inventory done on a monthly basis.

• Assisted processors and technicians with issuing and receiving CPE and test equipment.

• Responsible for receiving and paying out money and keeping financial records and place of business.

• Provided clear information about cable products and services using appropriate communication skills.

• Established and maintained successful working relationships with appropriate vendors, service provider and

interdepartmental departments.

Time Warner Cable San Antonio, TX

Retail Sales Associate

01/87-10/94

• Provided information for all products and services available for Time Warner Cable including digital cable, Road

Runner, premium services and pay-per view products.

• Sold products and scheduled installation services, in accordance with set goals and guidelines.

• Developed and maintained excellent customer relations.

• Answered customer questions about Time Warner Cable products and services with appropriate and correct

information.

• Maintained a positive and professional atmosphere at the Cable Store through personal appearance and in the

overall appearance and cleanliness of the kiosk.

• Accepted payments and issued equipment in a timely manner.

• Interacted with customers and ensured their needs are identified and met with the use of skilled questioning and

listening techniques.

• Assured all cash drawers were balanced with receipts and provided refunds.

• Worked independently and efficiently with no supervision.

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LANGUAGES:

- Bi-lingual: Fluent in English & Spanish

COMPUTER SKILLS:

- Proficient in: Microsoft Office Suite - MS Word, MS Excel, ICOMS, PeopleSoft and

CSG Billing System

- Typing Skills: 52 wpm, 10 key (touch/6,000 sph)

8012 Winsford Drive, San Antonio, TX 78239 ● Telephone: 210-***-**** E-mail: *********.*******@*****.***

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