Carolyn Connell
Technical Customer Support Lead
Greensboro,NC
Summary
Highly-motivated Community Solutions Lead with a passion for learning and education and over 9 years experience in the telecommunications field. An aspiring educator eager to bring an extensive knowledge of Spectrum’s mission, policies, tools, and products to the facilitator role. Established partnership with the Learning and Development team facilitating workshops, creating job aids, infographics, and developing training content.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
Work History
Community Solutions Lead
Charter Spectrum
Greensboro, NC
01.2021 - Current
- Supported New Hire classes as a dedicated Lead and interim Supervisor, including performance and behavioral coaching.
- Developed infographics and facilitated training for production agents in partnership with the Learning and Development team.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Reduced impact of service and tool issues through early identification, reporting, and communicating with front line agents.
- Provided excellent customer care in response to corporate escalations by resolving complaints through coordination with cross-departmental leadership, issue investigation and research, and empathetic customer education.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Produced quality reports for corporate escalation resolutions, metric variance, and daily operations.
Community Solutions Representative
Charter Spectrum
08.2018 - 01.2021
- Supported a team of 15-20 agents as a Subject Matter Expert.
- Developed process job aids approved for distribution by Training Manager.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Volunteered for participation in pilot runs for call center virtualization and Managed Wi-Fi support.
Retail Sales Specialist
Charter Spectrum
06.2015 - 08.2018
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Developed resource and training content for team huddles.
- Collaborated with leadership on best practices for sales floor organization in preparation for opening one of the pilot Spectrum Mobile locations.
Customer Care Representative
Time Warner Cable
08.2013 - 06.2015
- Supported multiple classes of new agents as a peer mentor,
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Managed high levels of call flow and responded to Video technical support needs.
Master Level Tutor
UNC Greensboro
Greensboro, NC
01.2010 - 09.2013
- Facilitated small group and individual tutoring sessions with college-level students.
- Helped students prepare for tests and exams by providing guidance, motivation and encouragement.
- Maintained tutoring records to adjust instruction and monitor student progress.
- Supported students with helpful study habits and exam strategies.
Education
Bachelor of Arts - Special Education
University of North Carolina At Greensboro
Greensboro, NC 08.2002 - 12.2006
Bachelor of Science - Psychology
University of North Carolina At Greensboro
Greensboro, NC 08.2007 - 12.2010
Master of Education - Training And Development
North Carolina State University
Raleigh, NC 01.2021 - Current
Skills
Performance-based Trainingundefined
Accomplishments
- 3-time Charter Achievement Award Recipient
- Top performer status as an Agent and Lead
- Certified Master Tutor by College Reading and Learning Association
Quote
Education is the kindling of a flame, not the filling of a vessel.
Socrates
Timeline
Master of Education - Training And Development
North Carolina State University
01.2021 - Current
Community Solutions Lead
Charter Spectrum
01.2021 - Current
Community Solutions Representative
Charter Spectrum
08.2018 - 01.2021
Retail Sales Specialist
Charter Spectrum
06.2015 - 08.2018
Customer Care Representative
Time Warner Cable
08.2013 - 06.2015
Master Level Tutor
UNC Greensboro
01.2010 - 09.2013
Bachelor of Science - Psychology
University of North Carolina At Greensboro
08.2007 - 12.2010
Bachelor of Arts - Special Education
University of North Carolina At Greensboro
08.2002 - 12.2006
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