Customer Advocate
Resume:
NADINE HAROLD
Trenton, OH. *****
***********@*****.***
OBJECTIVE
To obtain a position in which I can use my problem solving and communication skills
EXPERIENCE
Spectrum Enterprises
December 2001 through July 2021
12/01-08/04
Call center agent
Provide supervisor coverage during leadership meetings
Served on several advisory and development teams
Worked special projects as assigned
Participated in multiple Time Warner Cable commercial spots
08/04-11/08
Phone installation coordinator/team lead
Coordinate phone installations with our provider and installation technicians
Oversee a team of 14 agents – monitoring calls, offering feedback, training on new processes
11/08-07/2018
C-OTP team (corporate office of the president)
Handled incoming complaints from Regulatory agencies
Responded to the agencies both directly and through our Regulatory team
Represented Spectrum in local Small Claims Court cases
08/2018-03/20
CCED team (corporate customer escalations department)
Attend all training sessions and pass the information on to the team
Actively engage in the new hire process
Handle incoming complaints from the Regulatory Department
Respond to Regulatory questions/concerns regarding any pending or past complaints
Represent Spectrum in local Small Claims Court cases
03/20-07/21
Supervisor of the local CCED (Corporate Customer Escalations Department) team
Led a team of 15 agents both local and in remote offices
Perform performance reviews including disciplinary actions
Became a resource for multiple other teams
Participate in calls with corporate leadership
Train employees on new CCED process and policies via on site meetings
Represent Spectrum in local Small Claims Court Cases
Pinnacle Technical Resources
08/22 – present
Paralegal II (this is a contractor position)\
Respond to Regulatory complaints which have been filed against Charter Communications
Ensure that all deadlines are met
Monitor the email inbox to ensure that all incoming communications are addressed in a timely manner
Act as POC to the Regulatory Agencies for questions/concerns about responses sent or clarifications needed
EDUCATION
Bachelor of Science in Human Services – University of Phoenix
Associates Degree in Psychology – Cincinnati Community College
AWARDS AND ACKNOWLEDGEMENTS
In 2009 I was granted the elite MVP employee recognition award. This award is based on nominations from my peers followed by votes from leadership. I won a trip to Puerto Rico along with the other winners where we participated in team building and leadership exercises
In 2021 I received 8 certificate of appreciation awards for outstanding performance
In 2020 and 2021 I received Perfect Attendance Awards
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