Emily Kiley
Cudahy,WI
Summary
Adept at enhancing customer satisfaction and retention, problem-solving skills and CRM software expertise at Charter Communications, Time Warner Cable. Knowledgeable and dedicated customer service professional with extensive experience in 18 years in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Retention Specialist
Charter Communications, Time Warner Cable
12.2021 - 03.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
- Adhered to appropriate legal scripting when required.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Regional Operations Specialist
Charter Communications, Time Warner Cable
07.2021 - 12.2021
- Modify existing orders in the billing system,
- Adding/remove equipment for technician on customer accounts.
- Completed tickets and call subscriber back with resolution about schedule appointments.
- Assisted technician with completed, rescheduled work orders and cancel appointment.
- Tasks assist technician in activated equipment and troubleshoot problems.
- Responded to high volume of phone and email requests to provide logistics information.
Video Support Rep 3
Charter Communications, Time Warner Cable
01.2017 - 12.2021
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Provided after-hours support as needed to accommodate customers in various time zones.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
- Participated in regular product training sessions to stay current on updates and enhancements.
Tier 3 Internet/Phone Support
Charter Communications, Time Warner Cable
08.2005 - 12.2016
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Upheld company reputation for excellent customer service by consistently receiving positive feedback from clients on post-support surveys.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone.
- Used programs to find error with incoming/outgoing calls and create tickets to get the issue resolved.
- Identify trending issue in with the infrastructure and escalated to the correct departments.
Education
No Degree -
Monroe County Community College
Monroe, MichiganSkills
- Patience and Tolerance
- CRM Software
- Customer service background
- Retention strategies knowledge
- Teamwork and Collaboration
- Problem-solving skills
- Multitasking
- Computer Skills
- Understanding Customer Needs
- Attention to Detail
- Adaptability and Flexibility
- Microsoft Office
- Time management abilities
- Calm and Professional Under Pressure
- Decision-Making
- Active Listening
- Phone Etiquette
- Customer Data Confidentiality
- Analytical Thinking
- Billing Procedures
- Document and Records Management
- Issue and Complaint Resolution
- Resourcefulness
- Rapport Building
- De-Escalation Techniques
- Call Center Operations
- Information Gathering
- Professional telephone demeanor
- Office equipment proficiency
- Call Documentation
- Policies and Procedures Adherence
Timeline
Customer Retention Specialist
Charter Communications, Time Warner Cable
12.2021 - 03.2024
Regional Operations Specialist
Charter Communications, Time Warner Cable
07.2021 - 12.2021
Video Support Rep 3
Charter Communications, Time Warner Cable
01.2017 - 12.2021
Tier 3 Internet/Phone Support
Charter Communications, Time Warner Cable
08.2005 - 12.2016
No Degree -
Monroe County Community College
Similar Profiles
Maydelin HernandezMaydelin Hernandez
Spectrum Business Billing Specialist at Charter Communications, Time Warner CableSpectrum Business Billing Specialist at Charter Communications, Time Warner Cable
Jose LeyvaJose Leyva
Customer Service Supervisor at Charter Communications/Time Warner CableCustomer Service Supervisor at Charter Communications/Time Warner Cable
Doug FruscianoDoug Frusciano
Vice President of Video Applications at Charter Communications/Time Warner CableVice President of Video Applications at Charter Communications/Time Warner Cable