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Customer Service Management

New York, New York, United States
October 02, 2016

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Weinstock St Fleur

*** ******** ** ********, ** *1203 • Mobile 347-***-**** •


Customer-focused and courteous with excellent interpersonal communication skills and the ability to lead customer service staff also exceptional telephone skills and the ability to be the main contact person for staff and customers. I also Possess more than 3 years of Customer Service Supervisor experience and currently persuing Associated degree in business management. Organized and motivated Supervisor/Teammate and Coach who utilizes exceptional engineering and analytical abilities combined with strong leadership skills. As a candidate, offers excellent writing skills and good interpersonal and verbal communication abilities

Excellent Communication skills, having dealt with a variety of customers and employees

Computer proficient with MS Office, Remedy ticketing system application, CoFee, SOP, ICRIS,

and BQT systems. Power Point, WordPerfect, Internet Applications and A++

Superior ability to achieve immediate and long-term goals and work under minimal supervision

Proven and recognized, ability to analyze, plan and manage goals

Bilingual French/English/ Creole


2015 – Present

New York City Department of Information Technology & Telecommunications

Service Desk Analyst

Triage and support all E911 application issues

Perform proper screening of calls and maintain clear documentation by utilizing Remedy Incident Management system

Evaluate and prioritize calls for service to determine the nature of the call and appropriate level of service required

Ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups

Manage incoming telephone calls and e-mails to ensure courteous, timely and effective resolution of end user issues

Capture data to be used by management regarding problem trends, resolution time, costs, or other metrics; contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

Identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems

2009 – 2015 Time Warner Cable, N.Y

Customer Care Supervisor /Customer Car coach /Technical Operations Analyst Lead

Lead and Coach a team of representatives in a manner that ensures high quality customer care focused on building and retaining valuable tenant relationships and committed to the delivery of value added services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes..

Provides input and feedback for the development and improvement of TWC Tech ops communications processes and procedures.

Provides surveillance of Time Warner Network using all applicable TOC Network, Systems Management Tools and Billing System.

Manage day to day operations of the tenant call center area to ensure smooth work flow and to achieve department goals and monthly obligations.

- Performs initial troubleshooting, problem analysis and isolation of HFC network and system events in accordance with Technical Operations Standard Support Model.

Performs tracking and management of Incidents to resolution in accordance with Technical Operations Standard TOC Support Model. Sell and upgrade cable services in accordance with company goals and customer needs.

Reviews, audits and sets up response for customer reported ticketing trends. Acts as the voice of the customer with real time ticket monitoring. Provide information regarding products and services, billing, repair, collections and respond to other types of inquiries.

Monitor calls and deliver constructive feedback, while setting attainable goals to achieve and maintain a satisfying tenant experience. Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our tenants.

Identify and analyze escalated issues and provide guidance to team members for resolution, negotiate solutions and acts as a liaison with internal and external customers as necessary.

Provides cross-functional communication regarding service interruptions or degradation which impacts our internal and external customers

A.S. Business Administration

Long Island University, Brooklyn NY, graduation anticipated 2017

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