Customer Service Agent
Resume:
Christopher Shirk
Technical Support Customer Service Agent
Austin, TX 78745
*********@*****.***
EXPERIENCE
Spectrum Business Retention, Austin, Texas
Customer Service Agent
JANUARY 2025-PRESENT
● Assist inbound callers with account concerns by finding the combination of Spectrum products and services that provide the best options for their needs and budget.
● Educate and inform callers of the various Spectrum lines of business, including Cable TV and Video, High Speed Internet, and Mobile Phone.
● Completed business with callers by activating new packages as ordered by the customer or cancelling services as indicated.
Spectrum Mobile Repair and Activation, Austin, Texas Tier 1 Customer Service Agent
Tiger Team / Special Projects
JANUARY 2022-AUGUST 2024
● Provided critical information on Spectrum's Mobile Phone services to inbound callers, supporting them in choosing equipment, plans, transferring their numbers, activating their new lines and closing business with their previous providers.
● Drafted to a special project Tiger Team/Level 3 Support: tasked with correcting sync, number port errors, hardware issues, and complicated activations for Spectrum Mobile customers.
● Collaborated in real-time with team members to find resolutions to complex issues
Spectrum Small Business Class, Austin, TX Customer Support 2020-2022
● Supported small and medium business customers via phone and email support.
● Troubleshot and worked to resolve high speed internet speed and connectivity issues.
OBJECTIVE
Friendly,
experienced technical support
representative, keen to help
customers maximize product
impact, usability, and
satisfaction with my product
and service knowledge,
amicable replies, and desire to
assist.. I maintain a continuous
commitment to improving user
satisfaction, and supporting
return patronage across all
supported products.
AWARDS
Spectrum Gold Award - 2018
for creating a process that
streamlined migration to a new
billing system. Spectrum
Quarterly Sapphire Award-
Multiple Quarters 2017-2020
awarded to top 5% of Floor
Agents nationwide. Spectrum
Silver Award-April 2022
Awarded to top 5% of Floor
Agents nationwide. Spectrum
Bronze Award-November
2023: Awarded to top 10% of
Customer Support Agents
nationwide
EDUCATION.
Resume
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● Evaluated customer need based on internal diagnostic tools, escalated issues for technician visits as indicated. Spectrum Residential internet and Video Repair, Austin, TX Residential Customer Service Representative 2012-2020
● Acted on inquiries and service complaints of residential internet and video/ cable customers using internal diagnostic tools, algorithms, and best practices to a satisfactory resolution.
● Managed a high volume of calls and emails in a timely manner while maintaining a helpful and friendly attitude.
● Assisted in mentoring, nesting, and training new employees.
● Created HTML based note templates and billing code sheets to streamline customer contact.
Crockett High School, Austin,
TX —
September 1990-May 1994
General High School
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