Curtis Gaskins
Syracuse,NY
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. Hardworking Cable Technician proficient in performing connections, disconnections and alterations to customer systems. Effective at working with little supervision to perform efficient and high-quality work. Desiring to apply 8 years' experience to take on a fast-paced position with Spectrum.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Spectrum
East Syracuse, NY
01.2019 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Dispatcher/Router Operator
Spectrum
East Syracuse, NY
06.2015 - 01.2019
- Directed dispatching, routing and tracking of 60 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Evaluated and adjusted over 60 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Evaluated and adjusted over 60 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Developed and maintained courteous and effective working relationships.
Cable Technician
Spectrum
East Syracuse, NY
11.2007 - 06.2015
- Completed new connects, reconnects, disconnects and service changes for residential and commercial customers.
- Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Collaborated with other workers and customers to resolve issues of deficient communications connections.
- Operated equipment, vehicles and tools with optimal safety procedures to prevent injuries.
- Connected components to exterior cable systems and tested connections for adequate power and functional links.
- Assembled communication equipment such as wiring, switching equipment and power apparatus.
- Repaired and updated equipment to conform to company-wide standards.
- Demonstrated equipment capabilities to customer and responded to questions and complaints.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Set up networks and computers for business and residential customers.
Education
GED -
Park West HighSchool
Manhattan, NY10.1991
Skills
- Call Documentation
- Responding to Difficult Customers
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Understanding Customer Needs
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Transport and Delivery
- Maintaining Security
- Communications Expertise
- Company Standards
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
Certification
- Certified CSR, Spectrum - 2 yrs
- Certified Dispatcher/Router, Spectrum - 4 yrs
- Certified Tech 4, Spectrum - 8 yrs
Timeline
Customer Service Representative
Spectrum
01.2019 - 10.2021
Dispatcher/Router Operator
Spectrum
06.2015 - 01.2019
Cable Technician
Spectrum
11.2007 - 06.2015
GED -
Park West HighSchool