Customer Service Call Center
Resume:
Geriamie Bell
O'Fallon, MO
******@*****.***
Professional Summary
Qualified Customer Service Professional with 20+ years in fast-paced customer service and call center environments. Personable and professional under pressure. Authorized to work in the US for any employer
Work Experience
Day of Job- Advanced Video Team
Charter Communications-Town & Country, Missouri, US July 2018 to Present
USA Day Of Job Advanced Video Team
Answer inbound call from technicians regarding installation and trouble calls of advanced video services.
(i.e. Qam to Qam, DIVS, ADB video boxes, etc.)
Assist Field Techs with account management, i.e. provisioning of equipment, scripting modems, equipment assignments, etc.
Provide issue resolution and detection assistance to the NOC and OSS teams for advanced video issues unresolved by DOJ via Remedy.
Day Of Job rep
Charter Communications-Town & Country, Missouri, US January 2017 to July 2018
Answer inbound calls from technicians regarding installation and trouble calls. Assist Field Techs with account management, i.e. provisioning of equipment, equipment assignments, work order quality assurance and completion
Perform basic troubleshooting for all residential and business services (e.g. provisioning, switch, and network issues).
Workforce Management Coordinator
Charter Communications-Town & Country, Missouri, US October 2015 to January 2017
Schedule, route, and assign technicians work daily in a timely manner to produce the most efficient and productive results on a day to day basis.
Assist with work order/account creation and correction. Answered an average 50 calls per day addressing technician inquiries, troubleshooting technical issues and providing support related to account and order issues. Learned, referenced and applied product and technical knowledge throughout my daily functions. Dispatcher
Charter Communications-Town & Country, Missouri, US July 2009 to October 2015
Answered an average of 100 calls per day addressing technician inquiries, troubleshooting technical issues and providing product/technical information. Assist the technicians over the phone by sending hits to DCT\'s, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer. Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.
Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account. Service Delivery Coordinator
Charter Communications-Town & Country, Missouri, US September 2007 to July 2009
1 - Day of Job
Monitor and resolve exception tasks from the order management systems for all residential telephone order activity, including new connects, reconnects, service changes and disconnects. Answered an average of 100 calls per day assisting with troubleshooting and provisioning telephony equipment while providing product/technical information Technical Support Agent
Convergys-Hazelwood, MO
August 2006 to February 2007
Answered inbound calls in support of Comcast Digital Voice by Performing analysis & testing of voice services via various specialized computer programs. Duties also included dispatching technicians, taking payments, data entry, and providing excellent customer service.
Facilities Specialist
AT&T-Ferguson, MO
June 1996 to July 2006
Interface by phone with technicians, peers in customer service and engineers to answer questions and assist with planning of new service in areas not currently being provided. Prepare, monitor and estimate actual and forecasted budgets for current/pending projects. Analyze blueprints of current and future installations of plant in the field. Assign cable pairs and termination information into a database once new terminals are activated. Provide outside plant and/or central office facilities assignments for new installations and/or trouble calls. Education
Computer Science
University of Missouri - St. Louis, MO
1993 to 1995
Computer Science
Missouri Western State University - Saint Joseph, MO 1991 to 1992
Skills
• Telephone
• Problem solving
• Team player
Certifications and Licenses
Driver's License
Additional Information
Skills
Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions. Problem solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality. Team Player - Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.
MS Windows/Office proficient
Quick learner
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