Jamie Burton
Morrisville,NC
Summary
Overview
14
14
years of professional experience
Work History
RSC Routing Representative 3
Charter Communications, Spectrum
04.2023 - Current
- Enhanced company reputation by providing exceptional customer service and support.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Developed comprehensive reports, enabling management to make informed decisions based on accurate data analysis.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Chat Repair Agent
Charter Communications
07.2021 - 04.2023
- Guided and informed customers about with step-by-step troubleshooting processes via chat
- Support customers in a timely manner and balance priorities to achieve individual and team productivity goals
- Record all transactions accurately to maintain service and inventory part accuracy
- Remain continuously up to date about equipment and initiatives to make customers more knowledgeable on latest information, and comprehensively support customers with developing lifelong relationships with Charter Communications.
Customer Service Representative
Amazon
01.2017 - 01.2021
- Answer customer's requests through phone, chat and/or email - including order and product questions, as well as payment matters and website guidance
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Facilitated a variety of tools to navigate, research, and review solutions, and communicate effectively with customers
- Act as an interface between our customers and the external delivery service partners in order to identify possible causes, solve problems and, if necessary, arrange a redelivery.
Technical Support Representative
Cox Communications
01.2016
- Collaborated with other IT staff members to implement new system and make changes on resolving hardware and software faults
- Utilized telephones to outreach customers to verify account information, as well as assist on cancelling or upgrading accounts
- Answer questions about terms of sale, while assist with placement of orders, refunds, or exchanges
- Delivered technical support to customers who have questions about how to utilize their cable devices.
Customer/Technical Care Representative
T-Mobile
01.2010 - 01.2016
- Listened then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues
- Remotely configure and troubleshoot client's equipment and educate customers on the latest policies
- Utilize multiple computers and databases to record of the results of your interactions
- Follow up and make scheduled call backs to customers where necessary.
Education
GED -
William Allen High School
Allentown, PA02.2018
Skills
- Effective Communication
- Collaborative
- Multitasking
- Ambiguity
- Tech Savvy
- Drives Results
- Attention to Detail
- Manages Complexity
- Action oriented
Additional Credentials - Technical Skills
- Microsoft Office Suite
- Google Workspace
- Apple iWork
Professional Skills
- Charter Communications, Chat Repair Agent, 07/01/21, Present, Guided and informed customers about the step by step troubleshooting process via chat., Support customers in a timely manner and balance priorities to achieve individual and team productivity goals., Record all transactions accurately to maintain service and inventory part accuracy., Remain continuously up to date about equipments and initiatives to make customers more knowledgeable on latest information, and comprehensively support customers with developing lifelong relationships with Charter Communications.
- Amazon, Customer Service Representative, 01/01/17, 12/31/21, Answer customer's requests through phone, chat and/or email - including order and product questions, as well as payment matters and website guidance., Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service., Facilitated a variety of tools to navigate, research, and review solutions, and communicate effectively with customers., Act as an interface between our customers and the external delivery service partners in order to identify possible causes, solve problems and, if necessary, arrange a redelivery.
- Cox Communications, Technical Support Representative, 01/01/16, 01/31/16, Collaborated with other IT staff members to implement new system and make changes on resolving hardware and software faults., Utilized telephones to outreach customers to verify account information, as well as assist on cancelling or upgrading accounts., Answer questions about terms of sale, while assist with placement of orders, refunds, or exchanges, Delivered technical support to customers who have questions about how to utilize their cable devices.
- T-Mobile, Customer/Technical Care Representative, 01/01/10, 12/31/16, Listened then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues., Remotely configure and troubleshoot client's equipment and educate customers on the latest policies., Utilize multiple computers and databases to record of the results of your interactions., Follow up and make scheduled call backs to customers where necessary.
Timeline
RSC Routing Representative 3
Charter Communications, Spectrum
04.2023 - Current
Chat Repair Agent
Charter Communications
07.2021 - 04.2023
Customer Service Representative
Amazon
01.2017 - 01.2021
Technical Support Representative
Cox Communications
01.2016
Customer/Technical Care Representative
T-Mobile
01.2010 - 01.2016
GED -
William Allen High School
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