Yyyyyy x. yyyyyy

Eager to contribute 11+ years of experience at TWC toward securing a supervisory or management opportunity in Technical Operations or Retail Sales.

Customer Service Excellence ~ Team Collaboration & Leadership ~ System Administration
Regulatory Compliance ~ Quality Assurance ~ Project Coordination ~ Sales Optimization

         Consistently exhibit unwavering alignment with the mission, vision, values, and strategic goals of TWC.

         Excel at seamlessly interfacing with key stakeholders to propel forward-moving efforts across multiple initiatives concurrently.

         Sound ability to understand and translate technical information into straightforward concepts.

         Adept at managing and motivating teams to complete tasks and projects within expected timelines.

         Outstanding problem solving abilities; detect and swiftly resolve gridlocks and events that impede optimum service delivery.

         Professional, highly analytical, detail-focused, and collaborative; constantly embrace high-visibility and challenging responsibilities in order to support organizational growth and success.

         Excellent skills in daily reporting and metrics tracking, using all corporate applications, and driving cost-effective operations.

Arris, Issue Trak, OMSE, CS/ACSR, RUMBA, Unified, Cognos ReportNet, Microsoft Office (Word, Excel, Outlook, Access, PowerPoint), Meeting Maker, Adobe Photoshop, Illustrator, Dreamweaver, Flash, Meeting Maker, C, C++, C#, Cobol, HTML, Java, Java Script, SQL, Visual Basic, Windows, Macintosh, Novell, Linux, Tiger

Time Warner Cable (TWC), Flushing, NY, 2007 to Present

Technical Operations Coordinator (2014 to Present)

         Closely partner with technicians to facilitate prompt resolution of escalated service calls.

         Collaboratively manage contractor invoice reconciliations, schedule team meetings, maintain calendars, review a broad range of reports, and process more than 300 damage claims for entire region.

         As P-card holder, procure materials for monthly contractor meetings and office within defined budget.

Help Desk Lead (2012 to 2014)

         Administered all escalations via Issue Trak for e-Care, C-OTP, Twitter, and NYC eCare groups.

         Proficiently responded to more than 30 daily supervisor escalations from sales department, collections, and outsource vendor (Convergys).

Continued

Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

         Audited web chats and customer emails for Convergys team to identify and capitalize on coaching and training opportunities.

         Oversaw Apartment Manager accounts for NYC region including service, billing, and sales.

         Conducted weekly calibrations and delivered weekly training to Convergys group.

Communication & Training Specialist (2008 to 2012)

         Educated, trained, coached, instructed, and evaluated 100+ customer service representatives in using new and existing software, tools, and resources to expeditiously resolve customers' inquiries and concerns.

         Compiled and submitted daily reports regarding performance and professional growth of CSRs.

         Exhibited diplomacy, tact, and professionalism in adeptly handling supervisor s escalation calls.

Quality Assurance Specialist (2007 to 2008)

         Leveraged Verint software to monitor 200+ calls per month, ensuring strict compliance with corporate QA policies and procedures.

         Mentored, advised, and coached approximately 60 representatives and corresponding supervisors in the complete spectrum of quality assurance guidelines and requirements.

         Completed monthly evaluation reports to detail CSR performance in handling customer calls.

Brooklyn Navy Yard Development Corporation, Brooklyn, NY, 2007

Systems Administrator

         Contributed strong technical acumen toward maintaining printers and fax machines, installing software on computers, performing updates, and maintaining technology inventory including associated database.

         Diagnosed and rectified technical issues for entire administrative staff including CCO, CFO, and CEO.

Time Warner Cable (TWC), Flushing, NY, 2005 to 2007

Client Service Representative

         Delivered exceptional customer service to 100+ callers daily by responding to (and correcting if necessary) billing issues, coordinating service appointments, and promoting video/internet/digital phone services to fuel sales revenues.

         Troubleshot issues with cable converters, modems, and digital phones to facilitate corrective action.

         Achieved excellent customer retention levels by offering sales promotions on TWC products and services.

Bachelor of Science in Computer Science

Long Island University, Brooklyn, NY, 2003

Mentor, Time Warner Cable

         Foster and nurture relationships with college students to optimize company reputation and augment recruitment efforts.

Volunteer, Connect a Million Minds

         Educate children about STEM (Science, Technology, Engineering and Math) programs and their significance to future career success.

Yyyyyy x. yyyyyy

DATE

HIRING AGENT NAME

TITLE

COMPANY NAME

ADDRESS

CITY/STATE/ZIP CODE

Dear__________________:

Please accept this letter and accompanying resume in application for the Supervisor opportunity that is currently available. In advance, thank you for your time and consideration.

As a dedicated and loyal Time Warner employee for almost 12 years, I offer unparalleled customer service skills, expertise in all facets of technical operations, and proven success in meeting or exceeding quality assurance goals. My extensive experience in training, coaching, mentoring, and team leadership positions me very well for this role. To complement these qualifications, I possess sharp skills in handling escalations, driving help desk operations, maximizing customer satisfaction, increasing sales, and facilitating cohesive employee relations which are paramount as a manager or supervisor.

If considered for this promotion, I will prove to be a stellar leader who is fiercely committed to achieving departmental goals through advanced industry knowledge, business acumen, and relationship-building talents. I am confident that I am an ideal candidate for this opportunity, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy