Catherine Brown
Omaha,NE
Summary
Adept at technical troubleshooting and fostering customer satisfaction, I excelled at Cox Communications by streamlining support processes and enhancing user experience through effective problem-solving. My proficiency in remote support and customer service, coupled with a knack for teamwork, significantly improved first-call resolution rates.
Overview
8
8
years of professional experience
Work History
Business Technical Support Representative
Cox Communications
11.2020 - Current
- Provided remote assistance to business customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Residential Technical Support Representative
Cox Communications
03.2017 - 11.2020
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
Education
Health Information Management
Ultimate Medical Academy
Clearwater, FL09-2025
Skills
- Technical troubleshooting
- Remote support
- Customer service
- Customer service expert
- Active listening
- Appointment scheduling
- Ticket management
- Account updating
- Teamwork and collaboration
- Friendly and patient
- MS office proficiency
- Data entry
Timeline
Business Technical Support Representative
Cox Communications
11.2020 - Current
Residential Technical Support Representative
Cox Communications
03.2017 - 11.2020
Health Information Management
Ultimate Medical Academy
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