DEBORAH DUDLEY

• Manages basic outage bridges in an organized and professional fashion
• Responsible for routing and dispatching Maintenance Techs
• Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets and SRO’s, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.
• Creates node level tickets and SRO’s from daily Node Health Reporting

Performs notification and communication of network events using established protocols and support systems as defined in the ROC Playbook or by the ROC management team.

• Tracks and manages outage events and basic impairments to resolution and manages basic coax Change tickets in accordance with all guidelines and procedures described in the ROC Playbook including proper resolution of tickets and jobs.

• Outbound Calls
• Perform daily Goals of 10 calls per hour
• Meeting SLA Time
• Schedule Customer Appointment
• Assist with New Hire Training and process and policy changes

• Resolved retrieval problems by customizing design to meet requirements
• Excellent customer service skills, including ability to deal professionally with merchant issues, problems and questions
• Knowledge of and ability to explain credit card products as well as division policies and procedures
• Excellent communication skills, both verbal and written
• Excellent communication skills, both verbal and written
• Provides ongoing day-to-day process-oriented services for merchants and dealers, such as answering account reconciliation, settlement, exceptions, unacceptable sales/returns, minus investigation and other accounting-related questions and explaining processes and procedures
• Answers questions immediately within authority, defers for additional research or forwards to supervision as needed
• Collaborated with team members to achieve target results
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Handled several calls per day to address merchants inquiries and concerns
• Gathering, authentication, and preparation and formatting of presentation
• Normal time line to have investigation close is 60 days
• Perform varies work load cases

• Coached team members in techniques necessary to complete job tasks
• (side-by-side)
• Oversee and motivate team to be relational and provide legendary customer services.
• Approve representatives work process.
• Established weekly team huddles
• Motivate team in there current role, also for future roles
• Mentor in new hire Ambassador program.
• Assist with call escalations
• Resolve any irritate customer concerns by providing best accurate solution.
• Exceeded goals through effective task prioritization and great work ethic
• Carried out day-to-day duties accurately and efficiently

• Assist Customers with billing inquiries, finance charges, and online technical assistance.
• Handle 85-95 calls per day with new and existing customers.
• Responsible for new hire shadowing, and on floor training.
• Process credit balance refunds
• Research merchants request to amend customer's promotional plan.
• Handle escalated help desk calls.
• Identified issues, analyzed information and provided solutions to problems
• Maintained excellent attendance record, consistently arriving to work on time

• Identified customer desires and goals through needs-based sales tactic
• Exceed quarterly sales by 75%.
• Answered telephone inquiries on banking products including checking, savings, loans and line of credit.
• Maintained friendly and professional customer interactions.
• Continued education on current banking products and services through.
• Handled various accounting transactions

• Organized work to meet demanding production goals
• Liaised between customers and manufacturing to design new product.
• Managed team performance by training, mentoring, disciplining and motivating employees.
• Made sure that products were produced on time and are of good quality
• Read and followed standard operating procedures.
• Set and monitored product standards, examining samples of raw products and processing tests, to ensure quality of all finished products
• Maintained quality assurance and customer satisfaction objectives.
• Kept work areas clean and neat.
• Responsible for achieving production requirements