Proficient at providing customer support and finding a sufficient resolution to all customer questions and concerns.
Experienced knowledge using office programs, such as Word, PowerPoint, Outlook, CSG, Agent OS.
Ability to work in a fast paced work environment, achieving all work requirements. SKILLS
Time Management Customer service
Active listening Multitasking
Problem Solving People oriented
Psychology Associate of Arts 2018
Quinsigamond Community College Worcester, MA
Customer Service Specialist December 2006 Present Spectrum Worcester, Ma
Actively listened to customer concerns by identifying all problems and developing potential solutions.
Answered questions and concerns from internal customers about equipment shipments, billing status, and service orders.
Built client rapport, while troubleshooting cable malfunctions, providing outage updates, and went over billing inquiries.
Ensured that company policies and procedures were followed, while working in a fast paced environment.
Accurately tracked and recorded all customer interactions, while troubleshooting using a tool called Agent OS.
Utilized Agent OS, which provided access to check signals, send pings, activate and provision equipment.
Submitted forms to send information, escalate to locate dispatch, damage claims, change of name, and follow ups.
Increased customer loyalty by providing outstanding service in response to any questions and complaints.
Established quality control standards and followed procedures for optimal customer interactions.
Maintained weekly metrics involving average handle time, first call resolution, transfers, and voice of the customer surveys.
Participated in weekly team meetings to provide feedback and go over all new policies and procedures.