sean zimolka

Email: abqqmd@r.postjobfree.com

Address: *** ****** **** **

City: burnt hills

State: NY

Zip: 12027

Country: USA

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

Skill Level: Experienced

Salary Range: $35,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Sean Zimolka

258 Scotch Bush Road

Burnt Hills, NY 12027

abqqmd@r.postjobfree.com

Home: 518-***-****

Cell: 518-***-****

Dedicated customer service support specialist with over 10+ years of cable industry experience within Time Warner Cable. Possess both field technician, maintenance, & call center experience - bringing unmatched insight to every aspect of the cable business.

Respected team builder and leader of customer-focused teams; worked to instill a shared enthusiasm to customer service business, as a key driver of company goal attainment. Lead by example and ensure the execution of all call center and company metrics are achieved.

Areas of Expertise

Technical Support Specialist

Complaint Handling & Resolution

Face-To-Case Customer Service

Customer Satisfaction Enhancement

Front-End Supervision

Excellent Call Handling Skills

Teambuilding & Training

Oral & Written Communication

Order Fulfillment & Entry

Technical Skill Set

Convergys ICOMS Billing System

BPS & DOCSIS Tools

IGLASS & Unified Diagnostics

NTCI Fiber Education Course(s)

OMSE & DPOM Order Management

Full Microsoft Office Product Suite

TWIRE & K.E.Y Knowledge Bases

NCTI System Technician Course(s)

Microsoft Windows OS

A+ Certification

AAD & Decision Manager

Advanced HSD ILT Course(s)

Professional Experience

TIME WARNER CABLE - Schenectady, NY

8/2007 to Present

Customer Service Support Specialist, 2007 to Present

Highly motivated customer service support specialist, focused on delivering top performance to all Scorecard metrics. Provide unmatched technical support and troubleshooting to complete Time Warner Cable product suite; including: Digital Phone, High Speed Data, & Digital Cable.

Appointed to esteemed AUXTEAM - responsible for resolving complicated service issues in near real-time

Increased call center staffing efficiencies by committing over 100+ hours of overtime

Elevated subscriber satisfaction index as evident from near perfect ETS Scores

Received multiple nominations by peers as MVP candidate and consummate professional

Utilized by call center leadership in training/mentoring capacity

Provided critical feedback to call center leadership in the form of focus group appointments

Ticketing systems specialist, familiar with the IssueTrak, Remedy, & Eventrak platforms

Excellent interdepartmental communication with established relationships in both Tech Ops & EOC

TIME WARNER CABLE - Schenectady, NY

7/2003 to 8/2007

Maintenance Technician, 2003 - 2007

Service Technician, 1996 - 2003

Cable Installer, 1995 - 1996

Well-rounded maintenance technician, versed in every aspect of maintaining and repairing Time Warner Cable plant system, equipment, and components. Worked independently to quickly and efficiently respond to service emergencies and outages. Valued service technician, responsible for upgrade/downgrades and customer satisfaction.

Performed general construction duties, splicing, and activation

Created documentation for maintenance activities and testing procedures

Worked independently to resolve complicated service issues

Located and diagnosed signal leakage issues

Trained new employees on entire product line, as well as overall position

References Available Upon Request

Contact this candidate