Summary
Overview
Work History
Education
Skills
Timeline
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Linh Pham

Worcester,MA

Summary

Experienced with diagnosing and resolving wide range of technical issues. Utilizes advanced troubleshooting techniques to ensure effective and timely repairs. Strong understanding of customer service principles and importance of clear communication in technical support.

Overview

21
21
years of professional experience

Work History

Advanced Repair Agent-Ticket Accuracy

Charter Spectrum
02.2023 - 06.2025
  • Audited escalated customer tickets to ensure issue accuracy and resolution integrity, contributing to sustained escalation error rate of under 5%
  • Collaborating with engineering teams to triage and resolved systematic technical issues, expediting root cause analysis and restoring service during high-impacted incidents.
  • Identified ticket trends and process breakdowns, proposing workflow improvements that enhanced issue classification and internal communication.
  • Communicated effectively with customers about their device''s status throughout the entire repair process, ensuring transparency and trustworthiness in service delivery.


Call Center Representative

Charter Spectrum
04.2007 - 02.2023
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Effectively handing question and concern related to video, internet, and phone products and service


Lens Technician

LENSCRAFTERS, Luxottica Group
05.2004 - 04.2007
  • Maintained accurate inventory records to ensure sufficient supplies for uninterrupted production.
  • Calibrated optical instruments for precise measurements, increasing product accuracy and reliability.
  • Produces quality eyewear through utilizing the quality manufacturing program
  • Conducted preventative maintenance on equipment, minimizing downtime and ensuring consistent output quality.
  • Coordinated with sales representatives to address any technical inquiries or support needs from customers promptly and effectively.


Education

No Degree -

Worcester State University
Worcester, MA

North High School
Worcester, MA
05-2000

Skills

  • Proficient in multi-tasking
  • Support resolution skills
  • Confidential information protection
  • Diagnostic skills

Timeline

Advanced Repair Agent-Ticket Accuracy

Charter Spectrum
02.2023 - 06.2025

Call Center Representative

Charter Spectrum
04.2007 - 02.2023

Lens Technician

LENSCRAFTERS, Luxottica Group
05.2004 - 04.2007

No Degree -

Worcester State University

North High School

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Linh Pham