Adam Rantanen
Orlando,FL
Summary
Enthusiastic and hardworking team player with a demonstrated track record of achievement in call center environments. Adept at meeting customer needs while exceeding productivity standards. Desiring a new role with the chance to advance professionally and contribute to team success.
Overview
13
13
years of professional experience
Work History
Supervisor
Charter Communications, Spectrum
Lake Mary, Florida
12.2022 - 03.2024
- Directed and supervised team of 15 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Monitored employee productivity to provide constructive feedback and coaching.
Facilitator
Charter Communications, Spectrum
Orlando, Florida
09.2021 - 12.2022
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
- Developed and implemented training programs to increase participant knowledge and understanding of relevant topics.
- Maintained records of attendance, participation, and other relevant information.
- Adapted instruction methods based on participant feedback and engagement levels.
Lead - Internet/Voice Customer Ops
Charter Communications, Spectrum
Orlando, FL
06.2020 - 09.2021
- Identified opportunities to improve system performance, scalability, and reliability.
- Provided technical guidance on development projects as well as implementation of new technologies.
- Collaborated with other team members to troubleshoot complex issues and develop solutions.
- Performed root cause analysis for production incidents and identified permanent fixes.
- Analyzed customer requirements to determine appropriate technology solutions.
Customer Service Rep Internet/Voice
Charter Communications, Spectrum
Orlando, FL
12.2018 - 06.2020
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
Account Manager
Teknol
Tampa, Florida
01.2011 - 12.2018
- Coordinated with customer managers to develop and execute business plans.
- Established sales goals and strategies that contributed to increased growth in sales and profitability.
- Supported all sales team members to drive growth and development.
- Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
- Created and delivered in-depth sales presentations to potential customers.
- Elevated performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
Education
High School Diploma - High School
Saint Thomas Aquinas
2004
Skills
- Call center operations
- Resolving issues
- Training experience
- Data gathering
- Technical troubleshooting
- Documentation and reporting
- Interpersonal skills
- Analytical abilities
Accomplishments
2019 Spectrum Gold Winner
Timeline
Supervisor
Charter Communications, Spectrum
12.2022 - 03.2024
Facilitator
Charter Communications, Spectrum
09.2021 - 12.2022
Lead - Internet/Voice Customer Ops
Charter Communications, Spectrum
06.2020 - 09.2021
Customer Service Rep Internet/Voice
Charter Communications, Spectrum
12.2018 - 06.2020
Account Manager
Teknol
01.2011 - 12.2018
High School Diploma - High School
Saint Thomas Aquinas