Customer Service Representative

CYNTHIA ROBINSON MARTIN

**** ****** **, ***** ****, TX 78613 • Home: 512-***-**** • Cell: 512-***-**** • ****.********.****@*****.***

Professional Summary Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Detail-oriented Technical Operation with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical issues with ease and patience. Dispatcher with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. Analytical effective at technical support and reporting. Highly computer-savvy. Seasoned Customer Service Representative with more than 25 years in customer service and technical troubleshooting. Energetic worker who provides the experience and critical thinking necessary to successfully facilitate client relations. Technical Customer Service Specialist with the capacity to quickly learn. Skills Customer service expert Analytical and critical thinker Fast learner Skilled multi-tasker Perfect Attendance Award Work History Technology Operations/Eng, Time Warner Cable 1984 -1989-Customer service Representative for repairs,VOID(digital phone),installation and billing 1989-1990-Dispatcher (assigned routes to service, installation and system technician ) 1990-1994-Dispatch Assistant Supervisor ( dealing with employees, daily act ivies, goals,training, payroll etc. 1994- 2002-I.T. (Information System) - responsible for reports, backing up files, nightly backlogs, assisting employee with their computer issues 2002 - 2009-Dispatch Supervisor ( responsible for employees, goals, controlling incoming call volume,phone monitoring, payroll, reports etc. 2009-2015-Technical Operation - Monitoring the entire system for outages, loss signal for data, cable,

(VOIP, digital phone services) Application SkillsKronos, Big Brother, Unified, Remedy, CBIS, Icoms, Avaya Phone System, C-Cor, Outlook, Word,Excel Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and straightforward manner. Identified and solved technical issues with a variety of diagnostic tools. Created cases and claims for damaged, lost or displaced packages. Resolved problems with malfunctioning products. Followed up with clients to ensure optimal customer satisfaction. Conducted research to address customer concerns. Answered incoming calls from residential and small business customers. Activated accounts for clients interested in new services. Remained up-to-date on the latest technologies and solutions applicable to company products. Coordinated product orders. Researched, troubleshot and resolved complex problems independently. Led internal product training . Retained existing clients and developed new business by extending high quality and efficient service. Maintained high departmental standards for quality and productivity metrics. Developed and tested new product offerings. Answered telephone calls promptly and minimized delays that could lead to abandoned calls.? 2016 Applied Material

Compiled and accurately entered electronic data. Maintained and updated customer service database. Assisted customers with order placing. Managed customers' expectations and experience to a high degree of customer satisfaction. Enthusiastically participated in job related training. Described solutions to customers accurately and persuasively. Used ticketing systems to manage and process actions taken. Assessed client's profiles and aligned them with the best possible products and services to meet their needs. Participated in various incentive programs and contests designed to support achievement of production goals. Education High School Diploma: Austin Community College - 1020 Grove Blvd, Austin, TX 78741