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Customer Service Administrative Assistant

Austin, TX
March 26, 2018

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Debra Hardie

Austin, TX ***** 512-***-****


Flexible and diverse specialist, leveraging strong problem-solving skills with initiative and accuracy, to facilitate development of solid relationships and 1st-rate Administrative experience. Self-motivated and hardworking individual with excellent track record of meeting and exceeding productivity targets. Known for exceptional versatility and adaptability with expertise to execute tasks simultaneously in a challenging environment and amidst demanding deadlines and deliver accurate completed projects with efficiency.

Professional Experience

Spectrum, Austin, TX (Purchased Time Warner Communications in 2016)

Quality Control Analyst, 2013- 2017

Provide quality review checks on accounts submitted by Customer Service Representative. Calculate credit on a daily base’s. Thoroughly reviewed credits to Customer Ledgers making sure the credits or debits were calculated correctly and accurately. Demonstrated a clear understanding of all Spectrum policies and procedure by keeping above 99% rate on yearly reviews. Complete required training every year to stay current on policy changes.

Demonstrated a clear understanding of all Spectrum policies and procedure by keeping an above 99% rate on yearly reviews.

Completed over 800 audits per day.

Actively use math calculations to determine the amount of credit to apply to Customers account.

Time Warner Communications, Austin, TX

Administrative Assistant I, 2011-2013

Effectively handled incoming calls from public, respond to and route properly

Actively and consistently support all efforts to simplify and enhance the customer experience

Performed comprehensive new hire orientation planning and coordination including determining attendees, flow of information and security clearance for between 18 to 20 people monthly.

Intermetal in changing the customer wait time if the customer only wanted to exchange a remote

Prepared and maintained confidential information and correspondence which included customer’s account number’s, name and addresses.

Opened and distributed mail to senior management staff in a timely manner

Time Warner Communications, Round Rock, TX

Dispatcher I 2006- 2011

Managed technician routes using established workforce management system to ensure customer commitments were met (i.e. install and service calls)

Using established procedures, notified and updated Field Technicians on work/tasks or referrals in their designated areas (e.g. assist fix agents with system/plant outages)

Navigated billing system to build or edit work orders and confirmed schedule availability for referrals, new orders and reschedules for Field Technicians

Assisted Call Centers with escalated requests in a timely fashion

Time Warner Communications, Austin, TX

Store Associate /Cashier 1998- 2006

Maintained strong knowledge of all products, pricing plans, promotions and service features for Time Warner, as well as our competitors.

Regularly assisted customers with billing problems, by helping the customer understand Time Warner’s billing procedures

Diligently assisted over 100 customers a day face to face.

Responded to customer issues according to established Company policies.

Diagnosed and resolved customer inquiries

Accurately entered all required information into the system and complete all necessary paperwork to support sales activities in a manner consistent with quality control guidelines.

Performed customer payment functions consistent with all cash handling policies and procedures.

Time Warner Communications, Austin, TX

Customer Service Representative 1997- 1998

Processed customer orders in a courteous, efficient and timely manner over the phone

Effectively addressed customer questions, complaints and concerns

Assist in driving team performance, and improving morale

Facilitated customer issue escalations to local management/support as required. Determined necessity for field visits.

Technology Summary

MS Office (Word, Excel, PowerPoint, Access, Outlook)

Professional Development

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