DYMONE TERRY
Summary
Forward-thinking Operations Specialist bringing 6+ years of expertise in supported roles such as customer service, de-escalation, and software troubleshooting. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft and Excel.
As an RSC Rep III at Charter Communications, I am highly proficient in enhancing service customization and ensuring efficient field operations through precise work order coding and stellar communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
RSC Rep III
Charter Communications
11.2023 - Current
- Effectively support field operations center with central communications between the customer and field technicians
- Drive efficient assignment and coordination of all work orders and escalated tickets to the field
- Utilize emotional facilitation toward customers when handling time-sensitive issues
- Assist with properly coding open work orders to align with the specific need of the customer
- Provide crucial support in coding work orders, enhancing service customization for clients
- Maintain precise communication channels between customers and technicians, ensuring clarity.
Chat Repair
Charter Communications
09.2023 - 11.2023
- Troubleshoot customers devices remotely using designated tools and problem-solving skills
- Utilized emotional facilitation toward customers when handling sensitive information to effectively de-escalate
- Effectively communicate with customers by actively listening and using probing questions to confirm the root issue
- Provided empathetic customer support, ensuring a positive experience during sensitive interactions
- Resolved technical issues for customers, enhancing device functionality and satisfaction
- Provided crucial support to users, ensuring clarity and resolution of technical problems.
Chat Billing
Charter Communications
09.2021 - 09.2023
- Reviewed and verified customer data within billing software applications for accurate changes of service
- Effectively communicate policies and billing information for customers to have ease of access and inform them of self-help tools
- Utilized emotional facilitation toward customers when handling sensitive information to effectively de-escalate
- Introduced self-help tools, elevating customer independence and satisfaction.
Assistant Manager
Freddy's Frozen Custard & Steak-burgers
01.2018 - 01.2019
- Managed and coached staff of 10 to 15 on how to properly deescalate hostile situations for a stress-free work environment
- Monitored sales activities to ensure quality goods and customer satisfaction throughout the month
- Organized weekly meetings with staff to discuss training, growth opportunities and sales goals
- Evaluated staff performance to identify areas for improvement and training
- Fostered a collaborative environment, enhancing staff morale and productivity
- Boosted team productivity and morale through effective conflict resolution and coaching.
Education
UX/UI Design Certificate -
Chegg Skills
06.2024
High School Diploma -
Athens Drive Magnet High School
06.2015
Skills
- Data Analysis
- Customer Service & Satisfaction
- Management & Team Leadership
- Microsoft Word
- Data entry proficiency
- De-escalation
- Software Troubleshooting
Position
RSC REP IV
Additional Information
Dependable, honest, and detail-oriented team player seeking growth, knowledge, and longevity in Information Technology., 12/01/23, 06/01/24, UX/UI Design, Chegg Skills, I love graphic design and technology; therefore, I have chosen to expand my knowledge within the company as well as the reflected coursework I have done.
Certification
UX/UI Design
Timeline
RSC Rep III
Charter Communications
11.2023 - Current
Chat Repair
Charter Communications
09.2023 - 11.2023
Chat Billing
Charter Communications
09.2021 - 09.2023
Assistant Manager
Freddy's Frozen Custard & Steak-burgers
01.2018 - 01.2019
UX/UI Design Certificate -
Chegg Skills
High School Diploma -
Athens Drive Magnet High School