Gerald Spradlin
Grove City,OH
Summary
Internet & Voice Repair Lead with over four years of experience at Charter Communications, enhancing customer service outcomes and agent development, currently in the role of Lead. Excelled in collaborating with colleagues and contributing to project initiatives and successes. Skilled in problem-solving and teamwork, demonstrating a results-driven approach with a focus on continuous improvement.
Overview
4
4
years of professional experience
Work History
Lead, Internet & Voice Repair
Charter Communications, Spectrum
04.2023 - Current
- Collaborate with leads, agents, supervisors, managers, and other departments to ensure positive outcomes for our valued customers.
- Deliver complete and accurate information to our agents nationwide who contact the Agent Assist Line.
- Provide world-class customer service and represent Charter Communications with integrity and professionalism while assisting customers who request that their call with us be escalated to leadership.
- Participate in lead and agent team meetings, delivering up-to-date information on trending issues.
- Participate in projects that dealt directly with the development of our agents, such as the TRP KPI project and the AAL Reduction POD.
Agent, Internet & Voice Repair
Charter Communications, Spectrum
05.2020 - 04.2023
- Assisted customers with troubleshooting issues relating to their various services with our company, including but not limited to internet, video, email, and general account issues.
- Participate in team meetings and engage with the topics being discussed.
- Mentor new hires in the role of a bridge peer mentor.
Education
Bachelor of Arts - Early Childhood Education
Urbana University
Urbana, OH12.2014
Associate of Arts - Early Childhood Education
Columbus State Community College
Columbus, OH09.2011
High School Diploma -
Madison-Plains High School
London, OH06.2007
Skills
- Problem-solving
- Team work/collaboration
- Education/development of our agents
- Research issues and our business rules
- Resource knowledge
Timeline
Lead, Internet & Voice Repair
Charter Communications, Spectrum
04.2023 - Current
Agent, Internet & Voice Repair
Charter Communications, Spectrum
05.2020 - 04.2023
Bachelor of Arts - Early Childhood Education
Urbana University
Associate of Arts - Early Childhood Education
Columbus State Community College
High School Diploma -
Madison-Plains High School
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