OCTAVIA DILDY
Charlotte
Summary
Dynamic customer service professional with extensive experience in addressing and resolving customer issues. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes in fast-paced environments. Reliable and adaptable, equipped with exceptional communication and problem-solving skills that drive customer satisfaction and loyalty. Proven ability to thrive under pressure while maintaining a focus on delivering high-quality service.
Overview
17
17
years of professional experience
Work History
Customer Experience
Bosch Rexroth
Charlotte, NC
04.2025 - Current
- Enhanced customer experience, promptly addressing and resolving any concerns or complaints.
- Generated tickets to address and resolve customer concerns.
- Facilitated resolution of payment disputes to maintain customer trust and satisfaction.
- Managed customer order adjustments in SAP, ensuring timely updates and compliance with client specifications.
- Crafted precise quotes for customers, ensuring clarity and alignment with their specific needs.
- Improved customer experience with thorough product knowledge and efficient issue resolution.
- Managed customer inquiries for timely response, ensuring an exceptional customer experience.
- Enhanced customer experience by accurately processing transactions and addressing inquiries.
- Partnered with various departments to enhance customer satisfaction through issue resolution.
Lead Account Management
Spectrum
Charlotte, NC
08.2022 - Current
- Resolved escalated client issues promptly and professionally, preserving valuable business relationships while protecting company interests.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Facilitated smooth departmental operations through cross-training in various roles, providing backup support as needed.
Technical Support Representative
Spectrum
Charlotte, NC
01.2020 - 08.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
Customer Service Specialist
Spectrum
Charlotte, NC
08.2017 - 01.2020
- Reviewed and solved account and billing discrepancies.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads.
- Developed strong relationships with clients, fostering trust and confidence in the company’s billing procedures.
- Collaborated with customers to resolve disputes.
Administrative Support Supervisor
704 Hair Studio
Charlotte, NC
01.2009 - 08.2017
- Assisted in updating reports for managed accounts. Generated reports for company database. Supported data entry and organization tasks.
- Coordinated inventory management processes to ensure efficient ordering, requisitioning, stocking, and receiving of shipments.
- Monitored daily productivity metrics and executed modifications to optimize personnel performance.
- Facilitated efficient onboarding processes to enable new hires to contribute productively immediately after orientation.
- Designed and implemented an effective records management system aimed at maintaining precise documentation for regulatory compliance.
Education
Associate of Science - Cyber Security
ECPI University
Charlotte, NC09-2023
Skills
- Cross-functional teamwork
- Clear and concise communication
- Effective time management
- Focused listening
- Strong technical understanding
- Optimistic mindset
- Effective conflict resolution with customers
- Proficient in organizing tasks
- Creative problem-solving
- Flexible problem-solving
- Client relationship management
- Leadership development training
- Microsoft outlook
- MS Excel Proficiency
Timeline
Customer Experience
Bosch Rexroth
04.2025 - Current
Lead Account Management
Spectrum
08.2022 - Current
Technical Support Representative
Spectrum
01.2020 - 08.2022
Customer Service Specialist
Spectrum
08.2017 - 01.2020
Administrative Support Supervisor
704 Hair Studio
01.2009 - 08.2017
Associate of Science - Cyber Security
ECPI University