Charles Knox
Goldsboro,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
35
35
years of professional experience
Work History
Reginal Support Center Representative
Charter Spectrum
12.2023 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with Field Technicians to properly handle requests and questions.
- Collaborated with fellow support agentsto maintain a seamless workflow during shift changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Chat Repair Agent
Charter Spectrum
07.2022 - 12.2023
- Enhanced customer satisfaction by troubleshooting and repairing electronic devices in a timely manner.
- Streamlined repair processes for increased efficiency and reduced turnaround time.
- Educated customers on device maintenance and usage to prevent future issues.
- Walk customers through the process to fix their devices or work to dispatch repair technician to provide hands on repair to get their services up and running.
- Assist other coworkers in repair and support of customers.
- Worked on various projects to create a better system for the support agents.
Order Manager/ Quickstart Quoter (Verizon Contractor)
Sykes Enterprises
06.2020 - 06.2022
- Processing request from Sales agents and customers for service to create quotes for ordering
- At times helped other agents with training on how to create the various quotes for Verizon services
- As Order Manager, responsible for providing project and resource management in support of installing and activating core and strategic products via standard and non-standard processes
- The OM is responsible for coordinating implementation activities between the customer, Verizon account team personnel (pre/post-technical support), internal groups (e
- G., order entry, provisioning, CPE, Operations) and third party client/vendor resources (e
- G., voice and data equipment vendors, local access providers, etc.) as needed.
Cable Installer/Technician
National OnDemand
06.2020 - 01.2021
- Install Cable tv, Voice and internet equipment for residential and commercial customers for Spectrum Communication
- At times climb ladders and crawl under houses to connect cable from tap to house
- I Educated customers on the proper use of cable equipment to prevent return visits from techs, which resulted in cost savings to company and Charge backs
- Enhance customer satisfaction ratings by efficiently resolving technical, on-site and account issues
- Maintain clean tools, test equipment and work motor vehicles
Truck Driver
Independent Contractor for Prime Inc.
04.2015 - 02.2020
- Was responsible for picking up Goods and supplies for various customers and delivering them to locations throughout the US and Canada
- Supervised and taught new drivers how to operate a class 8 Vehicle and run a successful and profitable transportation company.
Senior Operations Technician
CenturyLink Communications
04.2001 - 04.2015
- Work includes, installation, operation and maintaining fiberoptic telecommunication equipment
- Responsible for locating, monitoring and maintaining backbone fiber network cable to protect against construction equipment
- Supervised and assisted fiber restoration teams with the use of fusion splicers and other fiber splicing techniques
- Install, operate and maintain various fiber optic equipment, and line termination equipment from DS3 level and above
- Managed 3 co-allocated sites to maintain site security
- Worked closely with remote monitoring services to isolate trouble in equipment and rapidly resolve issue.
- Maintained compliance with company policies, objectives, and communication goals.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Network Surveillance Engineer
MCI WorldCom
06.1997 - 10.1999
- Monitored and identified Network anomalies using multiple network management platforms
- Utilized manuals and command and control functions to expeditiously identify and resolve routine network irregularities
- Acted as focal point for physical plant issues in the network
- Interfaced with local field management for escalation and notification purposes
- At times was called upon to act as floor supervisor on weekends and night shifts.
Transmission System Supervisor/ Operator
US Army
08.1989 - 08.1997
- Installed, operated and maintained cellular telephone base stations, line of sight stations, and satellite communication stations
- Office manager for administrative office support of 10 employees
- Counseled employees on job performance, career progression and conduct
- Coordinated logistical and technical support ensuring adequate stock quantities of repair parts, supplies and technical publications were available
- Later in duty was called to train and motivate soldiers as part of their everyday training regiment.
Education
bachelor’s degree of Information Technology -
American Intercontinental University
12.2006
Associates Degree in Computer Science in Graphic Design -
Commonwealth International University
05.1993
James Hillhouse Highschool
06.1989
Skills
- Customer Satisfaction
- Remote Support
- Organization
- Microsoft Office
- Call center experience
- Social Media
- Live chat support
- Problem-Solving
- Customer service expertise
Timeline
Reginal Support Center Representative
Charter Spectrum
12.2023 - Current
Chat Repair Agent
Charter Spectrum
07.2022 - 12.2023
Order Manager/ Quickstart Quoter (Verizon Contractor)
Sykes Enterprises
06.2020 - 06.2022
Cable Installer/Technician
National OnDemand
06.2020 - 01.2021
Truck Driver
Independent Contractor for Prime Inc.
04.2015 - 02.2020
Senior Operations Technician
CenturyLink Communications
04.2001 - 04.2015
Network Surveillance Engineer
MCI WorldCom
06.1997 - 10.1999
Transmission System Supervisor/ Operator
US Army
08.1989 - 08.1997
bachelor’s degree of Information Technology -
American Intercontinental University
Associates Degree in Computer Science in Graphic Design -
Commonwealth International University
James Hillhouse Highschool