Crystal Cabrera
Benson,NC
Summary
Experienced Customer Service Supervisor bringing 6 years of quality performance in customer support. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Charter Communications, Time Warner Cable
Middletown, NY
01.2023 - 06.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Completed bi-weekly payroll for direct reports.
- Interviewed, hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
Customer Service Help Desk Lead
Charter Communications, Time Warner Cable
Middletown, NY
08.2020 - 01.2023
- Support technical inquiries via phone and emails and any other approved communications method.
- Handle escalations via Ticketing systems, phone, Email, etc., for Internet and Phone Support staff.
- Handle supervisor escalations and customer call backs.
- Handle customer written correspondence.
- Handle all VIP accounts with general inquiries.
- Assist staff with questions/ concerns related but not limited to HSO and VOIP support.
- Provide customer care, Internet and Phone call center support when needed.
- Assist in handling Executive complaints.
- Partner with floor Supervisory staff to conduct huddles on new products, changes in support, etc. with agents.
- Work as a liaison on reported issues to fix groups on single/ multi user affecting issues until resolution.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
Customer Service Internet and Voice Repair Agent
Charter Communications, Time Warner Cable
Middletown, NY
01.2018 - 08.2020
- Provide customer-friendly and proficient technical support to high speed data and Digital Phone customers.
- Respond to a high volume of calls in a manner which meets high quality and productivity.
- Document, escalate and resolve issues as quickly and efficiently as possible.
- Successfully meet or exceed Charter's call handle requirements as measured by periodic call monitoring and individual call statistics.
- Open and track trouble tickets as needed.
- Provide support and mentoring for new hire agents through the call centers Progress Partners program.
- Provide floor support for agents during training periods as a Subject Matter Expert.
- Partnered with supervisors to assist outlier agents through peer mentoring and triangle coaching sessions.
- Actively participated in ongoing training opportunities to stay up-to-date on industry advancements.
- Diagnosed complex technical issues, utilizing problem-solving skills to find effective solutions.
- Educated customers on device maintenance and usage to prevent future issues.
- Enhanced customer satisfaction by troubleshooting and repairing electronic devices in a timely manner.
- Improved repair success rate by consistently following established protocols and procedures.
- Implemented new repair techniques, staying current with industry trends and best practices.
- Resolved escalated customer complaints, demonstrating empathy and professionalism while finding satisfactory solutions.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Followed instructions from supervisor regarding daily job tasks and duties.
Education
GED -
Pine Bush High School
Pine Bush, NY06.2007
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Training and mentoring
- Team Development
- Handling Escalations
- Call Monitoring
- Performance Evaluation
- Performance Management
- Team Leadership
- Employee Supervision
- Coaching and Mentoring
Timeline
Customer Service Supervisor
Charter Communications, Time Warner Cable
01.2023 - 06.2024
Customer Service Help Desk Lead
Charter Communications, Time Warner Cable
08.2020 - 01.2023
Customer Service Internet and Voice Repair Agent
Charter Communications, Time Warner Cable
01.2018 - 08.2020
GED -
Pine Bush High School