Customer Service Manager

Michael W. Page

**** *. ******* **** *** **

Colorado Springs, Colorado 80916-3223

Home Phone : 719-***-****

Email Address : ******@*******.***

Customer Care Call Center

Adelphia / Time Warner Cable LLC

2221 E. Bijou Street, suite 101, Colorado Springs, Colorado 80909

09/01/2001 to 03/01/2011

CSSR

Customer Care Call Center environment taking inbound calls on a Help Desk

for servicing accounts for Cable TV, Broadband Internet, Digital Phone, and

Broadband Wireless. Assisted with billing enquiries. Aggressively pursued

sales, upgrades and downgrades and rightsizing. Facilitated technical

support, and troubleshooting. Troubleshooting of equipment and services,

and quality of signal issues. Correcting problems over the phone where

possible, or scheduled field technician when necessary. Constantly

endeavoring to keep up to date on new processes and technical innovations

that affect customer services.

Investigated and documented consumer compliments and complaints about

services, equipment, repairs, technicians and billing. Examined records,

such as billing statements, work orders, related documents, to determine

solutions to customer concerns, complaint and rectified errors. Notified

customer of all new products, designated upgrades, adjustments, change of

services and recommendations for their account. Processed refunds of money,

credit to account or other adjustments to their bill. Followed up on

recommended adjustments to ensure customer satisfaction. Keyed information

into computer to keep computerized records up to date. Performed customer

education on changes to technical processes, and billing.

Digital / Compaq

305 S. Rockrimmon Blvd, Colorado Springs, Colorado 80919

08/01/1996 to 08/01/2001

CSR

Customer Service Call Center environment. Computer Help Desk. Global call

screening logging hardware and software service calls for customers and

Field Service Engineers. Basic troubleshooting to find cause of problem.

Route other calls to the proper person, manager or queue. Keyed information

into computer to keep computerized records up to date.

Founding member of the Suggestion Box Committee.

Member of the PPP Employee Evaluation Revision Committee.

United States Navy Photographer

06/15/1973 to 01/15/1996

Photography and darkroom services. Constructing Photo Labs. Combat

Photography. Public Affairs.

Education

Tampa Technical Institute

2410 E. Busch Blvd, Tampa, Florida 33612

09/1985 to 03/1988

Associate in Computer Engineering Technology

Pikes Peak Community College

5675 S. Academy Blvd, Colorado Springs, Colorado 80916

Associates - Computer Information Systems / Business Management

Regis University

3333 Regis Blvd, Denver, Colorado 80221-1099

Bachelors - Computer Science

Dantes - Clep General Exams (Through the U. S. Navy)

P. O. Box 6604, Princeton, New Jersey 08541

General Studies Certificates

Contact this candidate