Jacob Y Spratlan *** Mill Street #*** Worcester MA 01602 (508) 421 – 4799 E-mail address: acuge1@r.postjobfree.com
SUMMARY: Experienced customer care representative seeking to join a dynamic team focused on customer service. Computer literate in MS Word with some Excel and some Access. Qualities include being organizational, attentive to detail, analytical, loyal, team player, follow-through, assertive, and consistent.
WORK EXPERIENCE:
Balance Professional Staffing, Salem NH Nov 2015 – Jan 2016 Customer Service Representative – Dispatcher
Created daily spreadsheets designated to fourteen geographic territories for Xfinity Home Security Systems account with client-company, an asset retrieval management organization, located in Ashland, Massachusetts
Updated these daily spreadsheet trackers with color coded schemes upon the response from the Xfinity Sales Professionals through phone calls made to OnProcess Technology, E-mail communications, and TechNet Systems replies
Followed-up with the Xfinity Sales Professionals to request the results of their sales pitch for all outstanding appointments, then rescheduled those appointments with the Comcast/Xfinity customers
Sent End of Day E-mail to each region's supervisory group for those assignments that could not be fully updated
BJ’s Wholesale Club, Westborough MA Sept 2011 – July 2015 Customer Service Assistant I for I.T. – HelpDesk
Resolved password reset requests in a timely manner, related to over 30 different programs, including, but not limited to, the Active Directory and POS System
Fielded approximately 60 incidents, per day, via phone calls, E-mail contacts, SOS Analyst ticket queue, and system generated E-mail reports, related to specific system applications stalled performance
Provided Tier 1 I.T. - HelpDesk support, in order to investigate resolve both internal and external issues
Performed rapid problem assessment and, when applicable, escalated complex technical issues to support groups (i.e.: Point of Sale, Desktop, Telecom, Small Server, Large Server, Networking, Club Operations Depot, Implementation Services) for resolution
Troubleshot both software and hardware issues, via phone calls and E-mail requests, of computers, printers, manned registers, self-checkout lanes, and scan guns for 205 Clubs, six Distribution Centers and the Home Office
Charter Communications, Worcester MA May 2002 – Oct 2010 Customer Service Professional
Served customer service in-bound for Day of Service Department by answering customer questions related to billing status and scheduling appointments for technician visits for trouble calls or follow-up line problems in call center environment
Upsold customers with promotional offers for their cable video, high-speed internet and phone service subscription
Troubleshot tasks for cable video, high-speed internet and phone service
Contacted dispatchers for technicians’ arrival status
Performed quality control of open workorders
EDUCATION: Elmira College, Elmira NY
Bachelor of Arts in Social Studies Concentration in Political Communications