Customer Service Field Operations

ERICA BARNETT

502-***-**** *.*.*******@*******.*** New Albany, IN

CAREER OBJECTIVE

Over a decade of experience in Customer Service and Logistics has allowed me to develop skills in communication, time management and multitasking. I have had to adapt to working in fast paced environments with constant changing processes. This has allowed me to develop tools to stay organized and retain new information. I am motivated to bring forth my experience and skills into a new role and ensure continued success.

WORK EXPERIENCE

Charter Spectrum, Regional Support Logistics 2018 - present

Assisted in training and developing new employees through guidance and demonstration of processes.

Coordinated customer request and inquiries for scheduled appointments.

Completed progressive development to enhance knowledge of cable plant systems.

Developed skills to manage workforce and productivity of technicians to best optimize workload and establish customer satisfaction.

Managed key performance metrics for the logistics department along with the Field operations team by enhancing logistical routes.

Time Warner Cable, Dispatcher 2012 - 2018

Worked on collaborative teams to monitor technician’s daily routes and confirm workloads were completed each day.

Routinely monitored routes to manage service levels by assigning jobs and optimizing technician routes.

Enhanced communication skills through daily correspondence with customers, Technicians, and interdepartmental management teams in construction, maintenance, and field operations.

Insight Communications, Customer Service 2007 – 2008

Developed Customer Service skills through inbound phone processes by assisting customers in troubleshooting their equipment and answering billing inquiries.

Developed ability to adapt quickly in a fast-paced environment to changing processes that allowed me to retain knowledge of products and services to better assist customers.

EDUCATION

Indiana University - Bloomington 2001-2004

New Albany High School 1999 - 2001 High School Diploma

SKILLS

MS Office Suite including Excel and PowerPoint

Customer Service and Teamwork

Critical Thinking and Problem Solving

Time Management and Adaptability

Communication, verbal and written

Organization

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