David Kranz
Fond Du Lac,Wisconsin
Summary
Multifaceted Lead with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customers and agents by addressing escalated issues and assisting with problem solving. Talented team player with performance-oriented mindset.
Overview
20
20
years of professional experience
Work History
Customer Service Lead
Charter Communications
02.2022 - Current
- Resolved escalated customer service issues with active listening, empathy, extensive knowledge of company systems and policies and critical thinking.
- Developed dynamic ownership skills by resolving challenging situations, asking in-depth questions and following up with customers.
- Identified system issue trends and provided feedback to management.
- Responded to agent requests on the coaching line, offering excellent support and knowledge of services and policies.
- Assisted with new hire training class being a subject matter expert and building relationships with agents.
- Awarded Silver and Bronze with the Keys to Success program.
Billing Customer Service Representative 3
CHARTER COMMUNICATIONS
10.2019 - 02.2022
- Effectively handle customer requests over the phone within a heavy call volume call center, including changes to customer records, credits, payments, additions of service/products and billing inquiries.
- Properly identify primary account holders and authorized users on accounts.
- De-escalate and resolve customer questions or concerns in one call utilizing active listening, social perceptiveness, and critical thinking.
- Meet or exceed monthly performance metrics and awarded Bronze, Silver and Gold.
- Fill out system forms electronically to leadership or other departments for research/follow up regarding credits, payments, equipment, or service issues.
Field Technician
ALTERNATIVE ENTERTAINMENT INC.
02.2014 - 07.2016
- Installation of communication equipment for television, Internet and phone services
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Smart home service installation for TVs and Audio equipment.
- Communicated with customers to provide updates, gather information and resolve issues.
Satellite Communications Specialist
U.S. ARMY
06.2003 - 10.2010
- Satellite Communications equipment installation operation and maintenance.
- Maintained awareness of my team's personal problems and shortcomings, supporting personal and professional growth.
- Coordinated with unit leadership and direct superiors for taskings and managed soldiers to execute.
Education
Bachelor of Science (B.S.) Computer Science Candidate -
UW FOND DU LAC
Fond Du Lac, WIHigh School Diploma (Jun 2003) -
CHILTON HIGH SCHOOL
Chilton, WISkills
- Active Listening
- Critical Thinking
- Customer Complaint Resolution
- Organization
- Detail-oriented
- Conflict Resolution
- Adaptability
- Responsible
Timeline
Customer Service Lead
Charter Communications
02.2022 - Current
Billing Customer Service Representative 3
CHARTER COMMUNICATIONS
10.2019 - 02.2022
Field Technician
ALTERNATIVE ENTERTAINMENT INC.
02.2014 - 07.2016
Satellite Communications Specialist
U.S. ARMY
06.2003 - 10.2010
Bachelor of Science (B.S.) Computer Science Candidate -
UW FOND DU LAC
High School Diploma (Jun 2003) -
CHILTON HIGH SCHOOL