Ken Franklin
Richmond
Summary
I’m committed to the customer service experience and I provide the most effective and most reliable solution to customer satisfaction.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Aspen Utility Company
Hockley
07.2023 - Current
- Monitored service level agreements to ensure timely responses to customer needs.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed support ticket system to track and prioritize customer requests efficiently.
Customer Support Specialist
Xfinity Comcast
Denver
11.2012 - 07.2023
- Resolved customer inquiries through effective communication and problem-solving skills.
- Monitored service level agreements to ensure timely responses to customer needs.
- Collaborated with sales teams to address customer concerns and improve service delivery.
- Managed support ticket system to track and prioritize customer requests efficiently.
- Provided technical support assistance for product-related issues and troubleshooting.
- Analyzed customer feedback to identify trends and areas for service improvement.
- Delivered product knowledge training to new team members to enhance support capabilities.
Education
Ottawa University
Ottawa, Kansas, KS 05.1985 - 05.1989
Skills
- Customer support
- Ticket management
- Problem resolution
- Technical troubleshooting
Timeline
Customer Support Specialist
Aspen Utility Company
07.2023 - Current
Customer Support Specialist
Xfinity Comcast
11.2012 - 07.2023
Ottawa University
05.1985 - 05.1989