Natalie Mack
Durham,North Carolina
Summary
. Well-qualified RSC Agent III with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
7
7
years of professional experience
Work History
RSC Dispatch Agent III
Charter Communications
04.2017 - Current
- Dispatch job assignments to the field
- Assist Customer Care Professionals in a clear, straightforward professional manner, speaking and/or writing in fluent English answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and has strong knowledge of policies and procedures
- Work with Supervisors to ensure Team and Customer Care Professional development using a strong working knowledge of cable, video, data and voice products
- Using my conflict resolution skills to assist in handling escalated problem-solving issues and difficult customer calls, while working with the management team
- Assist in identifying call driver activity and real-time agent efficiencies
- Prioritizing and organizing various tasks while showing judgment and initiative as I completed tasks enhancing our team-building environment.
Education
High School Diploma -
Piscataway Township High School
Piscataway, NJSkills
- CSG/ICOMS Billing System
Microsoft Office
- Records management
- Management FSM Knowledge
- Conflict resolution
- Dispatch Software Familiarity
- Route Planning
- Verifying coverage
- Prioritizing calls
- Customer Relations
- Dispatching field personnel
- Schedule Coordination
Education And Interests
- Guild IT Google Certificate
- NAMIC mentoring program
- RSC/ROC safety committee
- WICT program
- BRGs
- High School Diploma (1992), Piscataway High School – Piscataway, NJ
References
Provided upon request.
Timeline
RSC Dispatch Agent III
Charter Communications
04.2017 - Current
High School Diploma -
Piscataway Township High School
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