Marlene Jones
Albany,NY
Summary
Seeking a position to leverage exceptional interpersonal and communication skills in resolving customer issues, while effectively applying active listening abilities. Dedicated to providing top-notch customer service and ensuring customer satisfaction through effective problem-solving. Looking for an opportunity to contribute strong communication skills and passion for delivering outstanding service in a dynamic and customer-focused environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Support Technical Representative
Charter Communications
10.2019 - Current
- Provide technical support to customers, professionally handled their needs and their inquiries efficiently
- Use patient and effective communication to uncover customer needs, answer questions and leave a positive impression on customer interactions
- Troubleshoot to resolve customers technical Internet and phone issues
- Multitask to repair a variety of services and equipment issues
NYC311 Call Center Representative
NYC Dept of Information Technology and Telecommunications
11.2015 - 10.2019
- Provide a single point of contact for all non-emergency City services
- Utilizing a state-of-the-art telephone and interactive computer systems, while responding to phone inquiries from the public
- Take complaints and service requests and forward them to the appropriate agency for further action
NY Paraprofessional
NYC Dept of Education
10.2011 - 11.2015
- Provide information to parents, teachers and administrative staff
- Utilize computerized system to assist teacher
- Communicate effectively any potential issues regarding the students with administration
Education
High school or equivalent -
Skills
- Over 10 years of customer service experience
- Experience troubleshooting/ resolving customer's issues
- Technical Support experience
- Bilingual Spanish/English
- Self-motivated
- Organized
- Efficient
- Enthusiastic team player
Certification
driver's license
Timeline
Customer Support Technical Representative
Charter Communications
10.2019 - Current
NYC311 Call Center Representative
NYC Dept of Information Technology and Telecommunications
11.2015 - 10.2019
NY Paraprofessional
NYC Dept of Education
10.2011 - 11.2015
High school or equivalent -
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