Call Center High School
Resume:
**** ******* *** **** **** Phone: 256-***-****
Port Richey, FL 34668 *******.*.********@*****.***
Charles E. Fabbrini
Objective: To be employed by a growing company to where I may apply my skills obtained
through education and life experiences.
Education:
2002-2004 Remington College, Largo Campus Largo, FL
Computer Networking Technology.
Received an Associates degree in January 2004.
Knowledge of the following:
• Windows 3.1, 95, 98, 2000 (Pro, Server) and XP (Home and Professional). Vista and
Windows 7, and Windows 10.
• Hardware—Troubleshooting and repair.
• Knowledge of how to rebuild a computer.
• IP addressing, I am experienced with Class A, B, and C.
• Routers, Hubs, and Wiring of a network
• MS Office: Word, Excel, Powerpoint, FrontPage, Access. 2003, 2007 and 2010.
Office365.
1993-1997 Grissom High School Huntsville, AL
High School
Graduated with a High School Diploma. I also attended the Huntsville Center for Technology and was enrolled in their Drafting and Design program for which I received a Certificate.
Experience:
2019-Present NRTC (formerly NeoNova) Huntsville, AL
Call Center Supervisor.
Team Leader and Coach.
●Coach Ticket Errors and attendance issues.
●Watch over the Queue, making sure calls get answered in a timely manner.
●Making sure that all the Telco’s service level agreements are met.
●Scheduling technicians for breaks and lunches.
●Actively listening to live calls, as well as pulling call logs and listening for coaching opportunities.
●Handle QA Audits for my team, and coaching to those behaviors.
●Taking supervisor calls when needed.
2017-2019 NeoNova Huntsville, AL
Customer Service Group: Lead Support Technician.
I was the coach and mentor over a group of technicians.
●This is a lead position.
●Acting FO when needed.
●Watching over the Queue, making sure calls get answered in a timely manner.
●Making sure that all the Telco’s service level agreements are met.
●Making sure technicians receive their breaks and lunches at appropriate times.
●Mentor our technicians.
●Actively listening to live calls, as well as pull call logs and listening to them for coaching opportunities.
●Working closely with the Floor Operator on certain projects.
●Taking supervisor calls, also On-calling all issues after hours.
●Worked on other ticketing systems: IVUE, ZENDESK, ELATIONS, ETICKETS, SERVICENOW, and ACMS.
●Provide Technical Support for over 250 Affiliates.
2014-2017 API-Digital Huntsville, AL
Customer Service Group: Support Technician.
Receive inbound calls from customers experiencing internet problems:
• Worked on a program called RT to create tickets for inbound and outbound calls.
• Work Technical issues on Video, Internet and Voice.
• Call center environment.
• Provide support for 30 separate companies, Many of them have residential services.
• Work each issue to completion or escalated to the repair department of each company.
• Have been an acting supervisor, with handling Queue request as well as answering
questions.
2014-2014 Hamilton-Ryker Nashville TN
Customer Service Group: Support Technician.
Receive inbound calls from customers experiencing internet problems:
• Used a program called RT to create tickets for inbound and outbound calls.
• Work Technical issues on Video, Internet and Voice.
• Call center environment.
• Provide support for 30 separate companies, Many of them have residential services.
• Work each issue to completion or escalated to the repair department of each company.
2012-2014 Automation Services Huntsville AL
Triage Inspector (LG Electronics)
Handled TV Products from the warehouse.
• Tested Functions of each unit.
• Made sure all Inputs were working.
• Worked in LG Building one
• Graded each unit.
• Failed units went to the technicians, and Passed units went to rebox.
2011-2012 Bright house Networks St. Petersburg, FL
Level 1 Internet Connectivity Specialist.
Receive inbound calls from customers experiencing internet problems:
• Used a program called Nyroc to see the signals of the modem.
• Schedule technicians if phone troubleshooting does not solve the problem.
• Call center environment.
• Used a program to look at account information (ACSR).
• Experienced with Nyroc on resetting modems.
2006-2011 LG Electronics Huntsville, AL
Quality Control Support Specialist
Quality Control Checks as follows:
• The hardware is functioning appropriately.
• The software is responsive.
• I also helped with shipping and receiving notebooks and tablets.
And helped with board testing for compaq laptops and HP tablets.
2003-2004 America Online Tampa, FL
Broadband Technical Support Specialist.
I worked for a temp agency called Remedy Staffing. Here are some the problems I dealt with from customers, on a daily basis. Also this was a call center environment:
• Wrong AOL Software.
• Hubs not working.
• Blinking ready light on DSL modems and a blinking cable light on cable modems.
• Home networks not working.
• Problems with the AOL software.
• Used a program called Sherlock to help walk the customers through on how to fix the problem.
2001-2001 Home Shopping Network St. Petersburg, FL
Customer Service Repetitive
I handled customer complaints, took their orders, replaced broken items, and if they got the wrong item; sent them the right one.
• Call Center environment.
• Took inbound calls.
• Empathetic to the customers as they either received the wrong order or it was damaged.
• If the customer received the wrong order or a damaged item I would quickly help correct the problem.
• We used excel and word programs
Activites and Clubs:
• Skills USA-VICA: From 1995 to 2000.
• 1999-2000 Alabama State Postsecondary Secretary.
• 1998-1999: Vice President of local VICA club at Wallace State and at Drake State.
• 1997-1998: Secretary of local VICA club at Wallace State.
• 1995-1997: Member of VICA at the Huntsville Center for Technology.
• Marching band and concert band all 4 years in High School
Acknowledgements:
Dean's list while attending Wallace State Community College, JF Drake State Technical
College, and Remington College.
• President’s list while attending Remington College.
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