Raven Wimby
Greensboro,NC
Summary
Versatile Technical Support Representative with 7+ years of customer service and technical troubleshooting experience. With a strong focus on driving customer success and a proven track record in managing high call volumes, resolving diverse technical issues, and promoting customer retention. Skilled in account management and service restoration, with a compassionate and engaging approach. Dependable and resourceful, consistently driving customer success through innovative and thorough problem-solving.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Charter Communications Inc.
Greensboro, NC
01.2023 - Current
- Resolved diverse technical issues for WiFi, cable, and mobile devices. Working across multiple systems addressing customers inquiries regarding their account, service, and product malfunction.
- Developed detailed knowledge of service functionality, product lines and features, enhancing my support capabilities.
- Worked extensively with firewall configurations and parental controls, addressing inquiries including conducting in-depth troubleshooting related to consumer WiFi platforms and home networking configurations.
- Engaged with customers via phone and email to identify and resolve technical issues with Spectrum services, ensuring prompt restoration of service functionality and customer retention.
- Exceeded performance metrics and managed high call volumes by improving response time to customers by 40%.
- Recorded and documented technical issues to enhance team knowledge and efficiency. Collaborating with cross-functional teams to ensure consistent service quality, advocating for customer needs and reporting areas for improvement.
Sales Agent
Conquer Management
Greensboro, NC
01.2022 - 12.2022
- Informed Sam's Club customers of AT&T services, pitching and promoting new products, offers, & plans that best fit the prospective customers needs.
- Delivered product presentations to potential customers, effectively communicating features and benefits
- Achieved and exceeded monthly sales targets and performance metrics, surpassing quarterly sales goals by 20% through effective customer engagement strategies.
- Collaborated with marketing and product teams to identify customer needs and market trends.
- Engaged with customers to understand their needs and recommend suitable AT&T services.
Call Center Agent
Alorica
Greensboro, NC
06.2018 - 09.2020
- Provided prompt and efficient service to Verizon Wireless customers via phone and email, handling inquiries related to billing, service, promotions, and account information.
- Provided support during critical launches, ensuring effective communication and customer guidance.
- Worked through multiple systems with resourceful problem-solving, maintaining high customer satisfaction and managing high call volumes.
- Developed extensive knowledge of product features, and services. Implementing forward-thinking strategies to address customer needs and resolve concerns.
- Worked collaboratively with various support teams to ensure seamless service delivery.
Cashier
Taco Bell
Thomasville, NC
02.2017 - 08.2018
- Operated a cash register and worked a flexible schedule to meet business needs, fulfilling all transactions with accuracy.
Cashier
Wendy's
Thomasville, NC
04.2016 - 12.2016
- Operated a cash register and worked a flexible schedule to meet business needs, fulfilling all transactions with accuracy.
Education
Associate Of Business Administration - Business Administration And Management
Guilford Technical Community College
Jamestown, NC2026
High School Diploma -
Thomasville High School
Thomasville, NC06.2018
Skills
Call Volume Management
Service Restoration
Product Promotion
Account Management
Customer Retention
Expertise in WiFi/Mesh Networking Solutions
Software diagnosis
User Support
Remote Support
Willing to Relocate
Charlotte, NC, Burlington, NC, Greensboro, NC, Raleigh, NC
Certification
Microsoft Office Certified
Timeline
Technical Support Representative
Charter Communications Inc.
01.2023 - Current
Sales Agent
Conquer Management
01.2022 - 12.2022
Call Center Agent
Alorica
06.2018 - 09.2020
Cashier
Taco Bell
02.2017 - 08.2018
Cashier
Wendy's
04.2016 - 12.2016
Associate Of Business Administration - Business Administration And Management
Guilford Technical Community College
High School Diploma -
Thomasville High School