Ebony Wiggins
Greensboro,USA
Summary
Dynamic professional with extensive experience at Charter Communications, excelling in network operations and troubleshooting. Proven track record in enhancing customer satisfaction and optimizing processes, while training teams to improve efficiency. Adept at cross-functional collaboration and problem resolution, driving significant improvements in service reliability and operational performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tier3 Dispatcher/Scheduler - Regional Support
Charter Communications
Morrisville, NC
05.2018 - 02.2025
- Ensure optimal network performance and service reliability across a tri-state area.
- Delivered expert troubleshooting for network and routing issues.
- Trained new hires on technical systems and processes, reducing onboarding time by 20%.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Worked with routing specialists, route managers and service department to optimize routes.
Sales Support Coordinator
Charter Communications
02.2017 - 05.2018
- Provided technical sales support, ensuring seamless integration of services for enterprise and residential customers.
- Enhanced customer contentment by 15% through solving challenging issues faced by customers and sales team.
- Ensured on-time service by accurately processing more than 100 orders daily.
- Resolved customer complaints in a professional manner within established guidelines.
Voice Operations Specialist
Charter Communications
07.2016 - 02.2017
- Managed physical address data in Intrado to maintain compliance with E911 emergency regulations
- Engaged with CLEC partners and Neustar to process and troubleshoot network service orders
- Conducted in-depth analysis of failed orders in OMSe (Order Management System), reducing order failure rates by 25%.
- Reviewed existing operations processes for accuracy, timeliness, and adherence to internal guidelines.
Customer Care Representative
Charter Communications
09.2013 - 02.2016
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Transferred challenging technical matters to skilled units, boosting first-call resolution rates by 18%.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Bachelor of Science - Business Administration
Winston-Salem State University
05-2010
Skills
- Network Operations & Troubleshooting
- Technical Support
- Telecommunications Systems (CSG/ICOMS)
- Problem Resolution & Escalation Management
- Process Optimization & Workflow Efficiency
- Technical Training & Team Leadership
- Cross-functional Collaboration
- Customer Relationship Management (CRM)
Certification
- Project Management with Agile Certificate, Louisiana State University
- Excellence in Customer Service, NCTI
- Cable Network Overview, NCTI
- Competitive Services, NCTI
- Regional Support Progression I-III, NCTI
References
Available upon request.
Timeline
Tier3 Dispatcher/Scheduler - Regional Support
Charter Communications
05.2018 - 02.2025
Sales Support Coordinator
Charter Communications
02.2017 - 05.2018
Voice Operations Specialist
Charter Communications
07.2016 - 02.2017
Customer Care Representative
Charter Communications
09.2013 - 02.2016
Bachelor of Science - Business Administration
Winston-Salem State University
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