Carrie Hawker
Lead SCS Bulk Accounts
Reidsville,NC
Summary
Proactive Lead with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Overview
25
25
years of professional experience
Work History
SCS Lead Charter Communications
01.2014 - Current
- Assisted in building and developing Bulk/SCS clients. Multi dollars accounts. Apartment. retirement communities and resorts
- Identify process improvements and recommendations
- Work with individual agents in assisting SCS customers with, Billing, internet, video, and telephone repair
- Individually coach agents on how to work and advise customers in real time
- Manage escalated calls and resolved issues
- Made key contacts within company to aid in customer resolution.
Police
City of Reidsville Telecommunicator
01.2012 - 01.2015
- Responsible for handling 911 Calls, Administrative calls and dispatch, , Fire and EMS as well as help individuals in their emergency while waiting on First Responders
- Required to work with and input data into NCIS, and other Data basses such as warrants
- Certified in FEMA, NCIS, CJ Leads, EMD, EPD, EFD
General Manager WYSR
ESPN Radio
01.2003 - 01.2005
- Managed sales team and broadcasters.
- Increased clients by 43%.
- Recouped 62% of un collected revenue.
- Wrote advertising schedules and campaigns i.
- Assisted in making the station available for sale.
- Designed and produced station contests.
- Accompanied sellers on calls
Local Account Manager
Warner Cable
01.2000 - 01.2001
- Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics
- Sold products by developing relationships with network of local retail and professional businesses.
- Established a relationship and won the first broadcasting rights with the Hurricaines
Education
Oakwood High School
Skills
- Self-motivated professional
- Able to professionally de-escalate and resolve customer concern
- Experienced Teacher and Mentor
- Able to create motivational campaigns
- Proficient in all Micro Soft applications
- Proficient in CRM, ICOMS, CSG and other systems
Additional Information
- Awards , Charter Appreciation Award 2019
Timeline
SCS Lead Charter Communications
01.2014 - Current
Police
City of Reidsville Telecommunicator
01.2012 - 01.2015
General Manager WYSR
ESPN Radio
01.2003 - 01.2005
Local Account Manager
Warner Cable
01.2000 - 01.2001
Oakwood High School
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