Customer Service Representative

DENNIS COLEMAN

**** ***** ****** **. *****: 315-***-****

Syracuse, NY 13205 Email:********.*****@*****.***

TECHNOLOGY PROFESSIONAL

Motivated, personable business professional with a successful 8-year track record at a Fortune 500 company. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

AREAS OF EXPERTISE

Written Correspondence

Information Technology

Scheduling/Planning

Business Process Analysis

Internal Communication

Marketing/Sales

Team Leading/Building

Problem Solving

Troubleshooting

PROFESSIONAL EXPERIENCE

TIME WARNER CABLE, SYRACUSE, NY

PRODUCT SERVICE REPRESENTATIVE III —NOVEMBER 2009 – PRESENT

● Manage the troubleshooting of customer calls regarding service issues, billing and company products.

● Control escalated calls from Level II and II representatives.

● Utilize automated and/or manual processes to enable appropriate support to various customer issues and concerns.

● Maintain and implement knowledge of company products and services critical in resolving customer issues and inquiries.

● Manage a high-volume workload within a deadline-driven environment.

● Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

● Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

SUTHERLAND GLOBAL SERVICES, SYRACUSE, NEW YORK

HELP DESK/TECHNICAL SUPPORT —SEPTEMBER 2009 – OCTOBER 2009

● Responsible for answering/placing technical support calls for IBM Lenovo Idea Pad

● Provided accurate and efficient problem diagnosis and dispatching to other contracted service providers.

CONVERGYS, JACKSONVILLE, NORTH CAROLINA

TECHNICAL SUPPORT SPECIALIST II —APRIL 2007– AUGUST 2008

● Troubleshooting services to customers over the telephone by solving installation configuration problems related to their internet connection.

● Maintained a broad knowledge of ATT DSL products and services.

● High-level performance led to progressive duties as Tier II technician; monitored call escalations, and resolutions

● When appropriate, provided 2nd Tier support to team members via Quick Com (Web Chat)

● Assisted in the development guidelines for successive training of Level I Techs TECHNICAL PROFICIENCIES

Microsoft Excel PowerPoint Word Outlook Staff Training & Development Cost Reduction Coaching Ethernet WAN LAN Modem Configuration Wireless Configuration DOCSIS ICOMS Intranet

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