Hi, I’m
ARDEN MADRONA
Technical Support Specialist
San Diego,CA
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
12
years of professional experience
Work History
Spectrum Community SolutionsSAN DIEGO, CA
IFT Mentor
11.2022 - Current
Job overview
- Onboarded new hires in the call center environment.
- Consistently communicated with mentees via designated channels
- Tailored mentoring strategies to individual learning styles
Spectrum Community SolutionsSAN DIEGO, CA
SCS Technical Support Specialist III
11.2018 - Current
Job overview
- Ensured customer information was up-to-date, including billing details.
- Handled incoming technical service inquiries via phone and email.
- Diagnosed and resolved service, equipment, account issues remotely
- Collaborated with leads through live chat to resolve complex customer inquiries
- Documented repair processes for technical support
Spectrum Community SolutionsSAN DIEGO, CA
SCS Interim Supervisor
10.2022 - 10.2022
Job overview
- Conducted real-time call monitoring to pinpoint coaching opportunities
- Implemented weekly coaching sessions to ensure metric targets were met or exceeded
- Monitored compliance with attendance and auxiliary usage policies
Spectrum Community SolutionsSAN DIEGO, CA
SCS Lead (back-up)
06.2021 - 07.2021
Job overview
- Addressed questions consistently meeting performance standards
- Resolved complex service issues to ensure customer satisfaction
Education
Cebu Institute of Technology UniversityCebu, Cebu
Bachelor of Science (B.S.) In Nursing
05-2009
Skills
- Technical Troubleshooting
- Effective Multitasking
- Leadership
- Customer Support
- Billing and Order Entry Coding
- Accurate Documentation
Awards
- Spectrum Superstar Award 2021
- Spectrum Spotlight June 2021
- Consistent Monthly Top Performer
Timeline
IFT Mentor
Spectrum Community Solutions
11.2022 - Current
SCS Interim Supervisor
Spectrum Community Solutions
10.2022 - 10.2022
SCS Lead (back-up)
Spectrum Community Solutions
06.2021 - 07.2021
SCS Technical Support Specialist III
Spectrum Community Solutions
11.2018 - Current
Cebu Institute of Technology University
Bachelor of Science (B.S.) In Nursing
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