Keywanna Adams
Raleigh,NC
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Regional Support Specialist III (Work Order Management)
Charter Communications Inc.
10.2022 - Current
- Correspond with different departments (Routing, Regional Operations Center (ROC), 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
- Identify potential outages using software SCOPE and create outage tickets through remedy
- Track technician routes through WFX (work force management) 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 proactive maintenance and ETD.
Regional Support Specialist I-II (Escalate to Dispatch)
Charter Communications Inc.
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 and calls for escalations
- Identified and documented customer issues, analyzed root cause, and recommended solutions.
Customer Service
Conduent
08.2007 - 10.2017
- Provided support and resolved customer concerns regarding health reimbursement 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
Bachelor’s in social work -
North Carolina Central University
Durham, NC12.2011
Skills
- Critical thinking
- Active Listening
- Excellent Communication
- Multitasking
- Organizational Skills
- Time management
- Strong verbal communication skills, including the ability to provide constructive feedback as well as receive and collaborate effectively with others
Certification
- 03/01/2019, Certificate of training and professional development RSC Representative I-II progressive curriculum
- 05/01/2019, Certificate of training and professional development RSC Representative II-III progressive curriculum
- 09/29/2022, Certificate of training and professional development RSC Representative III-IV progressive curriculum
State
NC
City
Raleigh
Zip
27610
References
Available upon request
Timeline
Regional Support Specialist III (Work Order Management)
Charter Communications Inc.
10.2022 - Current
Regional Support Specialist I-II (Escalate to Dispatch)
Charter Communications Inc.
10.2017 - 10.2022
Customer Service
Conduent
08.2007 - 10.2017
Bachelor’s in social work -
North Carolina Central University
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