Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brittney Gore

Angier,NC

Summary

To obtain a challenging data scientist position in a dynamic and innovative organization were technical and analytical skills. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Regional Support Center III

Charter Communication (Spectrum)
  • Former Position(s): Routing (Specialty team: Enterprise and TQA)
  • Generate and assign work orders for Enterprise Field Technicians
  • Managed over 80 technician's workloads.
  • Working with Project Manage with scheduling and providing updates via email to ensure customer is install is ready for turn-up/turnover
  • Training and Development of newer team member focusing on Enterprise side for: Job Assignments, Laterals, Install scheduling request, etc.
  • Former departments also worked (Work Order Management Support and ETD Escalation Support Team)
  • Developed and maintained relationships with community organizations and agencies
  • Assisted in conducting needs assessments to identify key areas of service needs

ROC Specialist II

Charter Communication (Spectrum)
10.2017 - Current
  • Routing, generating and dispatching service impacting/impairment to perform basic to intermediate first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) work.
  • Network surveillance, including alarms, triaging, and collecting collation of key information, for ticket and SRO creation, dispatch, fix agent support and ticket/SRO resolution.
  • Assists fixing agent by providing general root cause location information.
  • Ensures details and information provided to fix agent support fix agent efficiency, safe restoration and work practices and compliance with company specifications.
  • Generating line escalation through billers and excel format for service impacting issues.
  • Learning processes and procedures for 5G escalations.
  • Followed all company policies and procedures to deliver quality work
  • Maintained current understanding of market conditions, compliance standards and best practices.

Operations Lead

Kohl’s Department Store Inc.
05.2008 - 12.2021
  • Assist with unloading truck, merchandising sales floor; In-store and Online pick up; Customer Service and Point of Sales.
  • Oversaw problem resolution to address barriers to operational efficiency.
  • Motivated and trained employees to maximize team productivity
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Encouraged and promoted ideas aligned to business needs and benefits

Education

Associate of Applied Science - Broadband Technology

Arapahoe Community College
Littleton, CO
05.2024

Certification - Project Management

New York University, Tandon School of Engineering
New York, NY
05.2024

Associate of Science - Human Resources Management

Wake Technical Community College
Raleigh, NC
05.2016

Skills

  • Efficient in responding to responds time via email, phone call, or chat
  • Effective Listener
  • Excellent customer service
  • Effective Multi-tasker
  • Scheduling
  • Data Collection
  • Call Management
  • Escalation Management
  • Call Center Operations

Certification

  • Business Administration: Customer Service: 12/01/16 - Wake Tech CC
  • Business Administration: Leadership: 07/01/17 - Wake Tech CC
  • Business Administration: Human Resource Management: 12/01/17 - Wake Tech CC
  • Emerging Leader: 03/01/22 - NCTI
  • Master Sales Rep: 04/01/22 - NCTI
  • Account Rep: 04/01/22 - NCTI
  • Master Network Op Center Rep: 06/01/22 - NCTI
  • Operations Center Rep: 06/01/22 - NCTI
  • Master Account Rep: 02/01/23 - NCTI
  • Broadband Technology Certification: 05/01/23 - NCTI

Timeline

ROC Specialist II

Charter Communication (Spectrum)
10.2017 - Current

Operations Lead

Kohl’s Department Store Inc.
05.2008 - 12.2021

Regional Support Center III

Charter Communication (Spectrum)

Associate of Applied Science - Broadband Technology

Arapahoe Community College

Certification - Project Management

New York University, Tandon School of Engineering

Associate of Science - Human Resources Management

Wake Technical Community College

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Brittney Gore