Broadband Technical SpecialistÂ Resume Charlotte, NC - Hire IT People

SUMMARY:

To lead a team of personnel in innovation and inclusion, to new levels of excellence and a maintained outlook of being first class in IT, sales, and customer service.

SKILL:

WORK EXPERIENCE:

Confidential, Charlotte, NC

Broadband Technical Specialist

Responsibilities:

Responsible for the maintaining customer facing cable internet phone and security systems, maintaining Issue - trak tickets, training, and feedback, escalation OTP (office of the president) trouble calls, and providing new hire on the job training for the Charlotte area.
Leading a team that supports sales, service and products improving upon customer service and support (customers and employee alike).
Providing feedback and coaching for any/all situations.
Key accomplishments include - mentorship of new hire classes, utilizing the former push, transitioning to the newest, pull strategies for training agents. Utilization of the S.T.A.R./A.R program to give feedback on a consistent basis. Learning and teaching the customers and trainees on systems and the why(s) of what we do and how it is necessity to the performance of the system.

Confidential, ME

Owner/Manager

Responsibilities:

Accountable for development of personnel, driving sales, marketing events, and managing a team of 10+. Delegating personnel to job sites, coaching, and specialized duties. Sales -buying and selling estates, antiques, gold, silver, bullion, furniture, books, amongst other goods and services.
Key accomplishments include adding new business and obtaining new customers throughout the New England region. Attaining a warehouse and new team members for transportation of goods. Computer systems management for inventory, sales tacking, and all calendar events. (Antique shows and auctions)

Confidential, Charlotte, NC

Lead Team Executive Esculations Lead

Responsibilities:

Responsible the Charlotte customer care nesting/training while maintaining Issue-trak tickets, training, and feedback. Taking escalation line calls, escalation OTP (office of the president) BBB and AG office complaints, escalation call backs, internal and external chat support, and providing new hire on the job training for the Carolinas region.
Leading a team that supports sales, service and products improving upon customer service and support (customers and employee alike).
Providing feedback and coaching for any/all situations.
Key accomplishments include - mentorship of new hire classes, utilizing the former push, transitioning to the newest, pull strategies for training agents. Utilization of the S.T.A.R./A.R program to give feedback on a consistent basis. Learning and teaching the customers and trainees on systems and the why(s) of what we do and how it is necessity to the performance of the system.

Confidential, Portland, ME

Risk Management Specialist

Responsibilities:

Responsible for leading and assisting in regional development and research of fraud and collections through creation of documents, letters, procedures and processes. Working with customers and employees to collect on previous debts.
Key accomplishments include coaching agents in strategy to overcome difficult customers while maintaining close case as well as working with all individuals for getting ESARF's in for CSG, Service desk access and RMS/workflow/Nuestar access for the east region cases.
Collecting $9,000-$20,000 per month. Closing up to 250 cases per month. Maintaining a goal of 85% or better close case rate.

Confidential, Portland, ME

Sales and Retention Lead- Customer Resolution Specialist

Responsibilities:

Coached call center frontline agents for improved call quality, AHT, and managing difficult customer calls. Leading a team that supports sales, service and products. Managed the call center escalation line for agent support and/or transition of escalated customer issues
Key attributions/accomplishments include obtaining BTSR tools and training (I.E. NYROC. OMSe, port PS, and remedy) for all supervisors and leads to assist with building the customer resolution specialist lead team, to improve both internal and external customer experience. Assisting with scripting for ADM in AAD. Reporting commissions report, Development of performance through coaching and training (S3 sales process, O.I.C and Q/C reporting)

Confidential, Portland, ME

Customer Service Representative

Responsibilities:

Resolved customer support needs for billing and provided solutions for cable, internet, and home phone. Tier 1 and 2 technical support. Mentored new hire agents and strategized with lead and supervisors as to placement for new hires.