DEMETRIA HART
Lynwood,CA
Summary
With close to 20 years of experience in a technical support role with Spectrum, formerly, Time Warner Cable, I have demonstrated proficiency in handling customer inquiries, providing timely solutions, and maintaining customer satisfaction. I have effectively resolved internal and external customer inquiries and disputes as well as received high customer satisfaction ratings. With great skills in adaptability, conflict resolution, and communication this would make a valuable addition to your team.
Overview
20
20
years of professional experience
Work History
Regional Support Specialist
Spectrum Charter
08.2016 - Current
- Research local outages and assist with troubleshooting to avoid unnecessary truck rolls. in turn saving the company roughly $4000-$5000 monthly.
- Create multi-customer outage tickets for escalation to Engineering Teams.
- Cold call Small-Medium Business customers needing modem updates due to Plant upgrades.
- Assist Small-Medium Business customers with Wireless Internet Backup device issues to insure 99.99% uptime.
- Monitor areas for possible outages.
Advanced Technical Support
Time Warner
01.2010 - 08.2016
- Handle single customer escalations through a ticketing system.
- Set up modem monitoring to detect intermittent connectivity or signal drops.
- Identify commonalities during inbound call volume spikes.
- Assist with our engineering calls for customer verification to confirm outage resolution.
- .Able to identify if equipment, single/multi customer or plant issues with certainty.
Tier III
Time Warner
11.2009 - 01.2010
- Assist field personnel with equipment issues when dispatch was unable.
- Verified computers were not connecting to the internet with field personnel and customers.
- Troubleshooting 3rd party equipment such as TIVOS, customer owned modems and routers.
- Average call handling under 5 minutes.
Dispatcher
Time Warner Cable
03.2007 - 11.2009
- Assisted technician with adding and activating equipment.
- Ensured technicians were always router for full day of work
- Troubleshoot equipment issues for technicians customer owned and company issued.
Field Service Technician
Adelphia Communications
03.2005 - 03.2007
- Install video and internet services.
- Educate customers on using installed equipment.
- install or repair drop cable lines.
- Perform signal checks preinstall to prevent any service issues after installs.
Security Police
United States Air Force
03.1986 - 01.1989
- Enhanced overall security by conducting thorough facility patrols and monitoring surveillance systems.
- Collaborated with local law enforcement agencies, sharing critical information to prevent criminal activities.
- Maintained a safe environment for staff and visitors with prompt response to emergency situations.
Education
High School Diploma -
Chatsworth High School
Chatsworth, CA06.1985
Skills
- Adaptable
- Organizational Strategy
- Critical Thinking
- Analytical
- Self-starter
- Reliable
Accomplishments
- Identified patterns during inbound call volume spikes, leading to quicker problem identification.
- Escalated billing ports effectively, preventing billing backlog issues.
- Supported field personnel with equipment issues, ensuring seamless service continuity.
- Educated customers on product usage, increasing customer satisfaction.
- Successfully resolved customer issues over the phone, reducing unnecessary truck rolls.
Timeline
Regional Support Specialist
Spectrum Charter
08.2016 - Current
Advanced Technical Support
Time Warner
01.2010 - 08.2016
Tier III
Time Warner
11.2009 - 01.2010
Dispatcher
Time Warner Cable
03.2007 - 11.2009
Field Service Technician
Adelphia Communications
03.2005 - 03.2007
Security Police
United States Air Force
03.1986 - 01.1989
High School Diploma -
Chatsworth High School
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