Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gayla Doan

Essexville,MI

Summary

Adept at IT troubleshooting and fostering client loyalty, I significantly enhanced workflow efficiency and client satisfaction at Charter Communications, Spectrum. Leveraging strong problem-solving abilities and multi-line phone proficiency, I streamlined support processes and improved resolution times, demonstrating a commitment to excellence and a results-driven approach in fast-paced environments.

Overview

24
24
years of professional experience

Work History

Regional Support Specialist III

Charter Communications, Spectrum
08.2017 - Current
  • Optimized workflow efficiency within the regional support team by identifying areas for improvement in existing processes and procedures.
  • Assisted clients with software installations, upgrades, and migrations while minimizing disruption to their daily operations.
  • Enhanced regional support by streamlining communication processes and implementing efficient troubleshooting techniques.
  • Improved client satisfaction rates with timely resolution of complex technical problems in a fast-paced environment.
  • Managed high-stress situations effectively, maintaining composure under pressure while working towards swift resolutions for clients'' concerns.

Work Force Management

Charter Communications, Spectrum
05.2016 - 08.2017
  • Collaborated with management to identify workforce needs, aligning training efforts with organizational goals.
  • Continuously updated knowledge of industry best practices for workforce management and implemented strategies that positively impacted overall productivity levels.
  • Reduced project completion times through diligent work ethic and task management.
  • Developed strong working relationships, fostering collaboration between drivers, management, and other departments.
  • Played an integral role in establishing a strong safety culture within the organization through stringent enforcement of safe working practices during inspections.

Internet CSR.

Charter Communications, Time Warner Cable
10.2000 - 05.2016
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

High School Diploma -

St. Charles Community Middle/High School
Saint Charles, MI 48655
06.1985

Skills

  • IT Troubleshooting
  • Remote Support
  • Compliance Management
  • Incident Management
  • Sales Support
  • System Administration
  • Strong Problem Solver
  • Documentation and Recordkeeping
  • Administrative Support
  • Support Services
  • Multi-line phone proficiency

Timeline

Regional Support Specialist III

Charter Communications, Spectrum
08.2017 - Current

Work Force Management

Charter Communications, Spectrum
05.2016 - 08.2017

Internet CSR.

Charter Communications, Time Warner Cable
10.2000 - 05.2016

High School Diploma -

St. Charles Community Middle/High School

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Gayla Doan