Keywanna Adams
Raleigh,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Regional Support Specialist III (Work Order Management)
Charter Communications Inc.
Morrisville, NC
11.2022 - Current
- Correspond with different departments (Routing, Enterprise, Regional Operations Center (ROC), Day of Job (DOJ), Field Supervisors, Construction) to complete daily tasks
- Assist with all aspects of work orders: creating special request orders (SRO), correcting order entry errors, checking in/completing orders, adding missing equipment, etc
- Identify potential outages using software SCOPE and create INC Tickets through REMEDY
- Track technician routes through WFX to provide subscribers with ETA
- Schedule/Route 100+ drop orders
- Respond to field requests through Smartsheets
- Work WOM and escalate to dispatch (ETD) requests through Smart Tool
- Manage incoming calls for V9 Proactive Maintenance and ETD.
Regional Support Specialist I-II (Escalate to Dispatch)
Charter Communications Inc.
Morrisville, NC
10.2017 - 10.2022
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Handled incoming calls and directed callers to appropriate department or employee.
- Resolved customer inquiries via telephone or email, escalating complex issues as necessary.
- Ensured that all regional support requests were addressed in a timely manner.
- Manage incoming ETD tickets for escalations.
- Identified and documented customer issues, analyzed root cause, and recommended solutions.
Customer Service
Conduent
Cary, NC
01.2007 - 01.2017
- Provided support and resolved customer concerns regarding flexible spending accounts
- Manage a steady volume of incoming calls from customers while navigating multiple systems
- Addressed customer service issues in a timely manner while demonstrating excellent customer service skills.
- Resolved escalated customer service inquiries as needed
- Trained new customer service representatives on product knowledge and customer service techniques.
Education
Bachelors - Social work
North Carolina Central University
Durham, NC12.2011
Skills
- Critical thinking
- Active Listening
- Excellent Communication
- Multitasking
- Strong work ethic
- Reliable
- Continuous Improvement
- Teamwork and Collaboration
- Self Motivation
- Organizational Skills
Communication Skills
Strong verbal communication skills, including the ability to provide constructive feedback as well as receive and collaborate effectively with others.
References
Available upon request
Certification
- Certificate of training and professional development RSC Representative I-II progressive curriculum 3/01/2019
- Certificate of training and professional development RSC Representative II-III progressive curriculum 5/1/2019
- Certificate of training and professional development RSC Representative III-IV progressive curriculum 9/29/ 2022
Timeline
Regional Support Specialist III (Work Order Management)
Charter Communications Inc.
11.2022 - Current
Regional Support Specialist I-II (Escalate to Dispatch)
Charter Communications Inc.
10.2017 - 10.2022
Customer Service
Conduent
01.2007 - 01.2017
Bachelors - Social work
North Carolina Central University
- Certificate of training and professional development RSC Representative I-II progressive curriculum 3/01/2019
- Certificate of training and professional development RSC Representative II-III progressive curriculum 5/1/2019
- Certificate of training and professional development RSC Representative III-IV progressive curriculum 9/29/ 2022
Similar Profiles
Keywanna AdamsKeywanna Adams
Regional Support Specialist III (Work Order Management) at Charter Communications Inc.Regional Support Specialist III (Work Order Management) at Charter Communications Inc.
DONAVEN JONESDONAVEN JONES
Fraud Investigator at Charter Communications Inc.Fraud Investigator at Charter Communications Inc.
Tyler HendersonTyler Henderson
Regional Connectivity Specialist at Charter Communications, SpectrumRegional Connectivity Specialist at Charter Communications, Spectrum
Latoya TaylorLatoya Taylor
Health Insurance Financial Advisor at Sutherland / Horizon BCBSHealth Insurance Financial Advisor at Sutherland / Horizon BCBS
Darius FisherDarius Fisher
BUSINESS DEVELOPMENT REPRESENTATIVE at Total Assure – IBSS CorpBUSINESS DEVELOPMENT REPRESENTATIVE at Total Assure – IBSS Corp