Octavia Dildy
Charlotte,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
16
16
years of professional experience
Work History
Lead Account Management/ Billing Representative
Spectrum
08.2017 - Current
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads.
- Leveraged strong analytical skills to identify patterns in data, enabling accurate forecasting and improved decision making.
- Developed strong relationships with clients, fostering trust and confidence in the company''s billing procedures.
- Adapted quickly to changing technologies or systems upgrades, ensuring minimal disruption to daily workflow during transitions periods.
- Performed quality assurance evaluations of processes and previous bills.
- Researched and resolved billing discrepancies to enable accurate billing.
- Increased customer satisfaction by providing expert advice on mobile devices and plans.
- Responded to customer concerns and questions on daily basis.
Technical Support Representative
Spectrum Small Business
01.2020 - 08.2022
- Identified causes of networking problems, using diagnostic testing software and equipment while reporting larger technical issues
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Deli Clerk
Publix
06.2015 - 03.2017
Administrative Support Supervisor
704 Hair Studio
01.2009 - 10.2016
- Resolved escalated complaints and answered questions regarding policies and procedures
- Maintained accurate payroll records and submitted data to the accounting department for processing
- Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance
- Monitored office supply needs with consistent inventory checks and requisition approvals
- Coordinated with service providers to facilitate on-site maintenance and repair work
- Interviewed potential candidates and provided thorough reviews to HR
Education
Associate - Cyber & Information Security
ECPI University
Charlotte, NC09.2023
Skills
- Technical Troubleshooting
- Resolving Problems and Incidents
- Data Management
- Organizational Skills
- Hardware Diagnostics
- Call Center Operations
- Microsoft Windows And Office
- Client Satisfaction
- Dispute resolution
- Network Configuration and Support
- Analytical thinking
- Configuring Devices
- Statement processing
- Responding To Technical Questions
- Billing cycle management
- Telecommunications Networks
- Organizational skills
- Business Operations
- Customer service support
- Professional communication
- Deadline oriented
Keycoursework
- Principles of Cyber Security
- Introduction to Python
- Advanced Windows and Linux
- Advanced Networking
Currentenrollment
bachelor’s program, 09/25
Timeline
Technical Support Representative
Spectrum Small Business
01.2020 - 08.2022
Lead Account Management/ Billing Representative
Spectrum
08.2017 - Current
Deli Clerk
Publix
06.2015 - 03.2017
Administrative Support Supervisor
704 Hair Studio
01.2009 - 10.2016
Associate - Cyber & Information Security
ECPI University
Similar Profiles
DOMONIQUE NELTHROPEDOMONIQUE NELTHROPE
System Administrator at SpectrumSystem Administrator at Spectrum
Cody WellsCody Wells
Customer Support Specialist at SpectrumCustomer Support Specialist at Spectrum
Ryheem BonaparteRyheem Bonaparte
Technical Support at SpectrumTechnical Support at Spectrum
Catelin SweeneyCatelin Sweeney
Customer Reliability Supervisor at SpectrumCustomer Reliability Supervisor at Spectrum
Jonathan EdouardJonathan Edouard
Security Officer at Allied Universal Security ServicesSecurity Officer at Allied Universal Security Services