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3050 Grace Meadow LaneCharlotte, NC 28214
(704) [email protected]
BENJAMIN GIBBS
OBJECTIVE To obtain an interesting position with the growing company in which in return along with my skills and knowledge will make the business more successful.
SKILLS & ABILITIES Microsoft Word, Outlook, PowerPoint, Excel, ICOMS, QMS, My Quality, Compass, Aspect ESchedule Planner, AAD, CMS, RTA, IsuseTrak, Unified, Nyroc, TWC Support Tool, Adobe, Device Management Portal, and Hammer.
EXPERIENCE TIME WARNER CABLE, CHARLOTTE NC
SignatureHome Supervisor
November 2015 - Present
Provided coaching and development to my prior team leads which was instrumental in their promotions to Customer Care and SignatureHome Supervisor.
Managed and developed that finished #2 in my first month having a full team.
Completes annual year end reviews for SignatureHome PSAs.
Coached and developed agents to deliver a concierge lever experience for all external and internal clients.
TIME WARNER CABLE, CHARLOTTE NC
Customer Care Lead
March 2015 – November 2015
Handled escalations for the Carolina region
Retained customers.
Met and exceeded monthly and daily goals/quotas.
Make sure customer have a great customer service experience at all times.
Gained strong problem solving abilities.
Took the initiative to handle various tasks simultaneously all while working effectively and independently with little or no supervisor.
Proficient with ICOMS Billing system and AAD.
Gained strong written and verbal skills to effectively communicate with management and most importantly customers.
Earned most improved lead performance for the month of July
2015.
Managed IssueTrak tickets for client request.
Assisted customer care agents with order entry, billing questions, and resolving ongoing issues.
TIME WARNER CABLE, CHARLOTTE NC
Customer Care Specialist
July 2014 – March 2015
Took inbound calls for Time Warner Cable billing and Tier 1.
Resolved customer concerns.
Maintained and met daily/monthly metrics.
Upheld Time Warner Cable core values.
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Earned star award for dispatch for the month of April 2015
DIRECTV, COLUMBIA SC
Billing and General Inquiries Supervisor
August 2011 - July 2014
Issued instructions and assigned duties to employees.
Executed daily operations.
Supervised activities of employees engaged in customer service activities.
Observed and evaluated employee’s performance.
Resolved complaints and answered questions of customer regarding services.
Managed 14-20 agents and achieved significant improvements in their performance.
Hired and discharged employees.
Made recommendations to management concerning staff and improvements of day to day operations.
Communicated with other departments and management to resolve problems.
THE PALMETTO CLUB, COLUMBIA SC
A La Carte Supervisor
December 2006 – November 2011
Made sure guests and members received exceptional service.
Checked in with members in between dining.
Welcomed members to private club, conversed with them, helped
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them find seats, and promoted upcoming events.
Made sure nightly operations operated effectively and efficiently.
EDUCATION KINGS COLLEGE, CHARLOTTE NC, AAS
2009
Network Management
LEADERSHIP Leadership and people development, Tier 3 certified, Escalation handling and resolution, SignatureHome qualified, Customer Care qualified, problem solving, service and sales, and self-sufficient.
REFERENCES WILHELMINA PEELER, TIME WARNER CABLE
(704) 378-2535
JAIME BELL, TIME WARNER CABLE
(704) 378-2681
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