Customer Service & Technical Product Support Analyst

Geriamie Bell

O'Fallon, US • 314-***-**** • ******@*****.***

Qualified Customer Service Professional with 20+ years in fast-paced customer service and call center environments. Personable and professional under pressure.

Skills

Telephone, Problem solving,

Team player, Communication,

MS Windows/Office proficient,

Quick learner,

Technical troubleshooting,

Equipment provisioning,

Conflict resolution,

Time management,

Attention to detail,

Customer advocacy, Data entry,

Salesforce

Employment history

Technical Product Support Analyst • Equifax • St. Louis • Apr 2025 Day of Job- Advanced Video Team • Charter Communications • Town & Country, Missouri, US

• Jul 2018 – Present

Day Of Job rep • Charter Communications • Town & Country, Missouri, US • Jan 2017 – Jul 2018 Workforce Management Coordinator • Charter Communications • Town & Country, Missouri, US

• Oct 2007 – Jan 2017

Facilities Specialist • AT&T • Ferguson, MO • Jun 1996 – Jul 2006 Education

Computer Science • University of Missouri • St. Louis, MO • 1993 – 1995 Computer Science • Missouri Western State University • Saint Joseph, MO • 1991 – 1992 Resolved customer inquiries via phone, chat, and written channels, investigating issues and closing cases with documented resolutions for Equifax applications and services Updated Salesforce case records with resolution details and workarounds to speed future case triage. Resolved advanced video signal faults using QAM spectrum analysis, restoring customer service availability during shifts

Answered inbound technician calls for complex video installs and troubles, ensuring clear next-step guidance

Assisted field techs with equipment provisioning and modem scripting to accelerate install completion Mentored new Advanced Video agents on provisioning workflows and ticket standards to shorten onboarding time

Coordinated with NOC via Remedy tickets to escalate DIVS issues and track timely resolutions Answered high-volume technician calls to triage escalations, reducing field delays and clarifying next steps

Managed technician account provisioning and equipment assignments to ensure on-time install readiness

Resolved provisioning, switch, and network issues through targeted troubleshooting for residential and business services

Diagnosed modem and gateway faults via signal metrics and remote logs, escalating persistent issues to NOC

Coordinated same-day dispatches by confirming technician availability and assigning correct priority codes

Completed work order quality assurance and closure checks to improve field completion accuracy Scheduled and dispatched technicians daily to maximize route efficiency and on-time completions Corrected and created work orders and accounts to ensure accurate field documentation and billing Answered an average of 50 technician calls per day, resolving inquiries and reducing repeat escalations

Applied product and technical knowledge daily to support technicians and improve first-visit resolution Interfaced 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. Prepared, monitored, and estimated actual and forecasted budgets for current/pending projects. Analyzed blueprints of current and future installations of plant in the field. Assigned cable pairs and termination information into a database once new terminals were activated. Provided outside plant and/or central office facilities assignments for new installations and/or trouble calls.

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