LISA ACITO

RSC Rep III Spectrum Dispatch:

• Able to maintain above average productivity
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• · Enhanced company reputation by providing exceptional customer service and support.
• · Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• · Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
• · Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• · Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• · Assisted in training new hires and offered ongoing support to help them reach their full potential.
• · RSC Representatives dispatch support to Field Service in the areas of Quota Management, Routing, and Administration. While engage in customer communications to assist other Field and Customer Operations teams to ensure performance and customer satisfaction.
• · Helped meet changing demands by recommending improvements to business systems or procedures.
• · Generated reports detailing findings and recommendations.
• · Evaluated customer needs and feedback to drive product and service improvements.
• · Maintained database systems to track and analyze operational data.
• Maintain above average productivity

• Maintained excellent customer service with fast paced incoming chats
• Assisted with building a larger data base for pre-defined responses
• Able to meet department individual quota for response of emails
• Assisted customers via chat on a daily basis
• Respond to and investigate customer inquiries, concerns and issues in a timely manner
• Troubleshoot Cable, internet and billing inquires through chat
• Work with ASAPP, icoms, csg and crm
• Maintain above average productivity

• RSC Rep II Spectrum Dispatch
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• · Enhanced company reputation by providing exceptional customer service and support.
• · Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• · Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
• · Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• · Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• · Assisted in training new hires and offered ongoing support to help them reach their full potential.
• · RSC Representatives dispatch support to Field Service in the areas of Quota Management, Routing, and Administration. While engage in customer communications to assist other Field and Customer Operations teams to ensure performance and customer satisfaction.
• · Helped meet changing demands by recommending improvements to business systems or procedures.
• · Generated reports detailing findings and recommendations.
• · Evaluated customer needs and feedback to drive product and service improvements.
• · Maintained database systems to track and analyze operational data.

• Monitor and locate any outages
• Monitor Emails from MNT for CLI issues
• Creates node level tickets from daily Node Health Reporting
• Communicates the status of outage events and escalates as necessary
• Manages line escalations in a proactive fashion and ensures a positive ownership transfer between the initiating technician and the assigned maintenance technician including positive customer contact
• Working with work assure, field support services and sage quest
• Can identify documents and internally escalates issues related to groups outside the ROC where additional coordination is needed and assists as needed
• Promptly escalates issues and collaborates with others to resolve software and hardware issues
• Assist other team members when needed or asked
• Responsible for routing and dispatching Maintenance Techs
• Work closely with other departments to create a well-rounded communication
• Good working knowledge of Microsoft office
• Demonstrator dependability and flexibility with growing department
• Work with Outage Viewer to clear and place outages in billing.
• Maintain above average productivity

Monitor and locate any outages

• Monitored node power supply
• Updating, creating and closing of Remedy tickets for system, business plant issues and customer’s individual service issues with TV, Internet or Wi-Fi
• Created excel reports through remedy
• Troubleshoot and look up modems, email and Wi-Fi network with NYROC
• Good working knowledge of Microsoft office
• Icoms, CSG and Cable Data knowledge of billing system.
• Creates node level tickets and SRO’s from daily Node Health Reporting
• Able to maintain above average productivity
• Assist other team members when needed or asked
• Work closely with other departments to create a well-rounded communication
• Demonstrator dependability and flexibility with growing department
• Responsible for routing and dispatching Maintenance Techs
• Performs other duties as assigned.

• Home security was a new beta product that had started in PDS group
• It has now branched off on as new department of its own in 9/2013
• Assisted with beta testing and feedback from a home environment
• Assisted customers in adding, removing, disconnecting services in ICOMS billing system for phone, home security, cable and internet
• Daily reporting in share point
• Provide technical support for all of the home security equipment utilizing the tools that are provided
• Provide a one stop experience for customers that have cable, internet, home phone for any billing and technical questions
• Worked closely with other departments to create well-rounded communication
• Responsible for reaching out to other departments when alarm system is not working to resolve in a timely fashion
• Responsible for creating new accounts in management portal for new customers
• Assisted Fiber to Home troubleshooting with customers.

• Demonstrated dependability and flexibility with the growing of the department
• Project leader for the launch of BHTV app
• Resolved user problems to network connectivity, port forwarding, static IPs and email set up
• Provide internal and external customers with sales, technical and billing support for New Products and Services as well as -Advanced Broadband Services, Voice, Cable Television and Home Security and Automation
• Assist customers via email, or chat correspondence with product request, inquiries and complaints within a timely manner
• Point of contact to support and answer questions for Customer Support and Customer Service as needed
• Support for all Bright House Applications such as BHTV, Easy Gadget, Twitter, Home Security and Advance wireless
• Have trained new agents into the department
• Troubleshoot hardware peripherals like printers, modem, cell phones, ipads etc.

• Assisted customers via chat and email on a daily basis
• Respond to and investigate customer inquiries, concerns and issues in a timely manner
• Troubleshoot Cable, internet and home phone through email and chat
• Worked in Kana to respond to customer’s emails and chats
• Maintained excellent customer service with fast paced incoming chats
• Assisted with building a larger data base for pre-defined responses
• Able to meet department individual quota for response of emails.

• Provided a wide range of customer service and technical support
• Answered inquiries and handled payments
• Walked customer through trouble shooting their televisions, internet and phone issues
• Helped set up and coordinate field service support technicians to further assist our customers
• Knowledge of all BH products (Analog, Digital, internet, phone)
• Worked closely with other departments to create well-rounded communication
• Assisted with training Customer Service agents in a new hire class.

• Answer customer email on a daily basis
• Resolve Customer Service issues and complaints in a timely fashion
• Responsible for issuing large credits for returned equipment if deemed necessary
• Coach representatives on proper departmental procedures
• Answer calls on the DMCA lines in regards to Copyright Infringement of music and movies via internet
• Daily reporting in excel
• Handle customer via phone on company wide issues
• Deliver e911 information to customers
• Reporting in access
• Research and resolve billing issues
• Researching and resolve escalated Pay Per View/Video on Demand issues.

• Provided a wide range of customer service and technical support
• Answered inquiries and handled payments
• Walked customer through trouble shooting their televisions and computer issues
• Helped set up and coordinate field service support technicians to further assist our customers
• Helped standardize non-traditional customer contact for the Long Island call center operations
• Improving Training for processes during the growth of the CCCD group
• Knowledge of all CV products (Analog, iO, OV and OOL)
• Worked closely with other departments to create well-rounded communication.