C. D’von Williams
Manor
Summary
Passionate customer service expert with a strong mentality of putting the clients first. Over 10 years’ experience in a fast-paced environment, where extraordinary care is given while meeting the specific needs of the consumer and enhancing customer lifetime value, driving operating and/or capital effectiveness or empowering employees
Overview
16
16
years of professional experience
Work History
Rep 3 Mobile Repair
Charter Communications – Spectrum Mobile
01.2024 - 08.2024
- Effectively built a rapport, while listening to clarify mobile issues and carried out conversational flow
- Managed distressed customers, encounters and challenging situations with mobile data issues
- Consistently met performance targets in all areas, as a result being named ‘Employee of the Month’
- Maintained customer records by updating account information
- Resolved product or service problems by clarifying the customer's complaint while finding the root cause of the problem; selected and explained the best solution to solve the problem; hastening correction or adjustment; followed up to ensure resolution
- Promotion: Rep 3 Mobile Repair
Mobile Tier 3 Representative
Charter Communications – Spectrum Mobile
05.2022 - 01.2024
- Provided enhanced technical support for customers on more complex devices, billing or service issues.
- Served as the primary liaison between customers and various internal and external departments including Spectrum Mobile suppliers, service and network vendors
- Possessed knowledge of all agent training content, processes and practices covering billing, device features, functionality, and service troubleshooting
- Monitored and tracked all Tier 3 ticket submissions, resolutions and response times
- Interacted with Tier 1 specialists to resolve escalated problems and collaborated with management team on more critical issues when necessary
- Communicated systemic technical issues with management for resolution for device features and/or service problems
- Collaborated with upper management to create and maintain streamline troubleshooting processes and procedures
- Accurately documented customer account records
- Promotion: Mobile Tier 3 Representative
Video Technical Support Lead
Charter Communications – Spectrum Mobile
06.2019 - 01.2022
- Participated in a Facilitator Internship, assisting facilitators with daily tasks
- Produced weekly communications to share with agents in team topics meetings for all the call centers under the video repair
- Completed outbound callbacks to customers as needed for escalations
- Provided feedback to agents by emailing coaches agent’s supervisor while determining validity
- Strong ability to de-escalate customers, while maintaining a high level of professionalism.
- Assisted WebEx trainees to ensure a strong virtual partnership for new hires and Progress Partners
- Promotion: Video Technical Support Lead
Internet/Voice Technical Support Representative
Charter Communications – Spectrum Mobile
06.2016 - 10.2019
- Provided support to customer calls on the more complex service issues.
- Served as a liaison between the customer and various internal/external departments to troubleshoot and resolve local network problems.
- Aided customers with high-speed data/Digital Phone service billing, and on-demand service concerns.
- Used electronic correspondence, including but not limited to Online Support Systems (O.S.S) tickets, help/RR-Comments e-mail/Network status reports, VoIP tickets, Issue-Trak, Tickets, etc
- Demonstrated knowledge of network hardware, software and applications, routers and hubs, proxy server environment
- Possess the ability to find and troubleshoot complex computer/network issues, including interrupt conflicts, hardware and software compatibility conflicts.
- Analyze and resolve difficult problems while coming up with effective solutions.
- Exercised ability to troubleshoot multiple technical operational problems concurrently.
- Demonstrated proficiency with Microsoft Windows -based computer software and operating systems
- Used knowledge of LAN’s OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration
- Promotion: Internet/Voice Technical Support Representative
Video Technical Support Representative
Time Warner Cable
08.2015 - 01.2016
- Built rapport, listen, clarify and carry out conversational flow
- Managed distressed customers, encounters and challenging situations
- Delivered outstanding service, surpassed expectations and built long-term loyalty
- Attracted and educated customers by answering product and service questions and promoting information about other products and services.
- Opened and maintained customer accounts by recording and/or updating account information.
- Resolved product or service problems by clarifying the customer's complaint; finding the root cause of the problem; selecting and explaining the best solution to solve the problem; hastening correction or adjustment; following up to ensure resolution.
- Maintained financial accounts by processing customer adjustments.
- Video Technical Support Representative
Field Artillery
United States Army Veteran
03.2008 - 09.2011
- Field Artillery
Education
Associate - Business Administration
Northeast Community College
Boonville, MSHS Diploma - undefined
Lafayette High School
Oxford, MSSkills
- Conflict resolution skills
- Results-driven approach
- Client engagement
- Data entry proficiency
HONORS AND AWARDS
Recipient of 2021 Q1 Sapphire Award for Top Lead
Recipient of 2021 Q1 Charter Achievement Award
Recipient of 2021 Lead Ruby Award for fiscal March
Timeline
Rep 3 Mobile Repair
Charter Communications – Spectrum Mobile
01.2024 - 08.2024
Mobile Tier 3 Representative
Charter Communications – Spectrum Mobile
05.2022 - 01.2024
Video Technical Support Lead
Charter Communications – Spectrum Mobile
06.2019 - 01.2022
Internet/Voice Technical Support Representative
Charter Communications – Spectrum Mobile
06.2016 - 10.2019
Video Technical Support Representative
Time Warner Cable
08.2015 - 01.2016
Field Artillery
United States Army Veteran
03.2008 - 09.2011
HS Diploma - undefined
Lafayette High School
Associate - Business Administration
Northeast Community College