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Customer Service Specialist

Worcester, MA
April 21, 2016

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Jacob Y Spratlan *** Mill Street #*** Worcester MA 01602 (508) 421 – 4799 E-mail address:

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.


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

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