Anne Spak
Apalachin,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Day of Job
Charter Spectrum
Vestal, NY
11.2021 - Current
- Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
- Resolved customer service requests in a timely manner according to established SLAs.
- Resolved service requests by individually troubleshooting and addressing user issues.
- provide technical support for our installers and technicians across the country.
- setting up static ip for commercial customers along with Wireless internet backups
Lead Billing Specialist
Spectrum Charter
Vestal, NY
03.2014 - 11.2021
- Resolved customer inquiries regarding payments, and account balances.
- Provided feedback to management regarding process improvement opportunities.
- Trained staff members on proper use of billing software applications.
- Conducted research into customer payment histories and account statuses as needed.
- Collaborated with other departments such as sales, marketing, finance., on various projects.
- Managed customer complaints concerning late or incorrect invoices in a timely manner.
- Investigated and resolved issues to maintain billing accuracy.
- Worked with team members and leadership to identify and develop process improvements.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Answered customer questions to maintain high satisfaction levels.
Customer Service Representative
Time Warner Cable
Vestal, NY
11.2008 - 03.2014
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Consulted with customers to resolve service and billing issues.
Telemarketer
Time Warner Cable
Vestal, NY
07.2001 - 11.2008
- Identified potential customers through cold calling and database research.
- Developed relationships with customers to increase sales opportunities.
- Greeted customers in a friendly, professional manner on the phone.
- Provided product information, answered questions, and offered solutions to customer inquiries.
- Initiated outbound calls to prospective clients using scripts.
- Maintained up-to-date knowledge of company products and services.
- Worked closely with marketing teams to develop effective strategies for increasing customer base.
- Participated in weekly team meetings to discuss performance metrics and improvement ideas.
- Adhered to all applicable laws, regulations, policies, and procedures when conducting telemarketing activities.
- Managed time effectively by scheduling daily call times based on peak hours or other factors.
- Attended training sessions on a regular basis to stay updated on changes in industry regulations.
- Consistently met daily, weekly, monthly call quotas set forth by management team.
Education
High School Diploma -
Kendall Sr. High School
Kendall 06-1987
Associate of Arts - Criminal Justice
Genesee Community College
Batavia, NYSkills
- Strong Work Ethic
- Equipment Organization
- Team player mentality
- Initiative-taking
- Respectfulness
- Observational skills
Timeline
Day of Job
Charter Spectrum
11.2021 - Current
Lead Billing Specialist
Spectrum Charter
03.2014 - 11.2021
Customer Service Representative
Time Warner Cable
11.2008 - 03.2014
Telemarketer
Time Warner Cable
07.2001 - 11.2008
High School Diploma -
Kendall Sr. High School
Associate of Arts - Criminal Justice
Genesee Community College