Summary
Overview
Work History
Education
Skills
Timeline
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Laura Carson

Pinellas Park,United States

Summary

I am an expert in order operations and customer support with over 27 years of experience. I am detail oriented and can handle projects with little or no supervision. My years of experience have taken me through many different roles giving me expertise in many billing systems including CSG, ACSR and ICOMS. I also have an extensive expertise in phone orders including supporting number porting operations. I am equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with teams to drive success.

Overview

30
30
years of professional experience

Work History

Spectrum Mobile Support Representative

Charter Communications
03.2024 - 12.2024
  • Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
  • Managed customer complaints, working closely with management to achieve satisfactory resolutions.
  • Participated in regular product training sessions to stay current on updates and enhancements.

Enterprise Order Fulfillment Specialist

Charter Communications
01.2018 - 03.2024
  • Submitted orders into the billers CSG/ICOMS as well as managed disconnects, upgrades, downgrades, and installs for internet, video and phone.
  • Cross referenced agreements from SalesForce to the appropriate billers, CSG/ICOMS.
  • Quality checked all orders to ensure accuracy of results and to maintain compliance measures.
  • Initiated installations by scheduling services, upgrades and special requests.
  • Resolved email escalations by working closely with internal teams that had involvement either with processing the order or direct contact with the customer.

Residential PAC Coordinator

Brighthouse Networks/Charter Communications
06.2004 - 01.2018
  • Responsible for handling Port in Exceptions by monitoring and resolving exception tasks from billing and provisioning systems
  • Resolving internal escalations from various departments stemming from porting, provisioning and 911 related issues
  • Handling Port Out Exceptions by obtaining, tracking, and responding to service orders received from ILEC/CLEC
  • Knowledge of CSG, ACSR, Remedy, SMART and ICOMS/OMS.

Customer Support Specialist

Bright House Networks
09.2001 - 06.2004
  • Provide technical support on Windows and Mac operating systems for the internet services of Roadrunner, AOL, Earthlink, and Internet Junction
  • Duties include diagnosing issues eecting internet connectivity, computer operation, cable connection and signal analyzing
  • Knowledge of ACSR/CSG, DOCSIS/LEGACY tools.

IT Field Support Helpdesk Analyst Second Level Support

Officemax Inc.
04.1995 - 01.2001
  • The lead analyst responsible for firstline technical support across multiple platforms
  • Examine network-related issues including Thinnet, Ethernet, and WAN
  • Troubleshoot Cisco Routers, DSU/CSU, hubs, and terminal servers
  • Troubleshoot terminals and printers that run in UNIX environment, and POS controller for registers that use OS/2 operating system
  • Lead Level 1 analyst through coaching, training, and mentoring.

Education

Speech Pathology -

Kent State University
06.1988

Speech Pathology -

Thiel College
05.1986

Skills

  • Customer Service
  • Technical Support
  • Microsoft Office Word, Excel, and Outlook
  • CSG
  • Salesforce
  • ACSR
  • ICOMS

Timeline

Spectrum Mobile Support Representative

Charter Communications
03.2024 - 12.2024

Enterprise Order Fulfillment Specialist

Charter Communications
01.2018 - 03.2024

Residential PAC Coordinator

Brighthouse Networks/Charter Communications
06.2004 - 01.2018

Customer Support Specialist

Bright House Networks
09.2001 - 06.2004

IT Field Support Helpdesk Analyst Second Level Support

Officemax Inc.
04.1995 - 01.2001

Speech Pathology -

Thiel College

Speech Pathology -

Kent State University

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