Customer Service Management

Location:

Posted:

December 02, 2014

P aul M iller

PROFESSIONAL EXPER I E NCE:

T ime Warner Cable, Schenectady, NY

Dispatcher : October 2006 – November 2014

In termediate contact between the customer service representatives and field technicians

Managed field technicians routes to meet scheduled deadlines

Troubleshoot equipment by using Docsis, OMSE and Unified applications.

Quali ty controlled work orders to ensure proper billing codes

Automobile Association of America (AAA), Schenectady, NY

Travel & Membership Counselor : 2004 – 2006

In teracted with central staff to ensure proper and t imely order fulfillment

Supervised and provided guidance to AAA members on out of state motor coach tours

Ensured customer service by providing various t ravel services

Maintained and regularly updated customer database

Identified new customers by using multiple resources

Implemented National AAA marketing programs

Call Center Dispatcher : 2003 – 2004

Managed emergency route situations appropriately

Gathered information to determine type of service to meet customer critical needs

Communicated available services and provided answers to member questions

Bagels & Bakes, Schenectady, NY

Shift Supervisor : 2001 – 2002

Supervised and t rained staff on opening procedures for front and back of the house

Purchasing, menu planning, preparation and distribution of product to a three county region

Media Play, Schenectady, NY

Customer Service Associate: 1996 – 2000

Regularly assumed shift management responsibilities that included supervising, cash

h andl ing and customer service operations

Trained and motivated cashiers to enhance customer service and increase profits through

suggestive selling.

E D UCAT ION EXPER I ENCE:

Jones/NCTI – complete online cable industry courses

SUNY College of Technology at Delhi – Graduated in 2000 with a Bachelor of Arts in

B usiness Administration in Hotel & Resort Management

Schenectady County Community College – Graduated in 1997 with an Associate of Applied

Science degree in Hotel & Restaurant Management