Savannah Nash
St. Petersburg
Summary
Dynamic Technical Support Representative with expertise from Charter Communications, adept at troubleshooting wide range of issues from helping customers use our products and services to billing/order issues and enhancing customer satisfaction. Proven ability to boost first-call resolution rates through effective problem-solving and exceptional customer service.
Expert Skilled in collaborating with teams to streamline processes and improve service quality, ensuring a positive experience for all clients.
Key to success certificate : Bronze
February 2025
Key to success certificate : Silver May 2025
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Charter Communications, Time Warner Cable
St. Petersburg, FL
02.2020 - Current
- Delivered technical assistance for cable and internet services, ensuring effective resolution of customer inquiries.
- Diagnosed and troubleshot hardware and software issues using diagnostic tools and remote access applications.
- Documented customer interactions and resolutions in CRM systems to enhance service quality and tracking.
- Collaborated with cross-functional teams to improve support processes, ensuring timely issue resolution.
- Educated customers on product features and usage, enhancing user experience and satisfaction.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Server
Applebee's Neighborhood Grill & Bar
Pinellas Park, FL
02.2018 - 05.2022
- Provided exceptional customer service by promptly addressing guest inquiries and needs.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Maintained cleanliness and organization of dining area, enhancing guest experience.
- Trained new servers on menu items, service standards, and operational procedures.
- Managed cash register operations accurately during busy shifts to ensure efficient transactions.
- Resolved customer complaints professionally, fostering a positive dining environment.
Education
High School Diploma -
Lorenzo Walker Technical School
Naples,FLSkills
- Product troubleshooting
- Customer service
- Sales support
- Call center operations
- Customer service expert
- I am a technical support representative that is an expert in the product and services
Timeline
Technical Support Representative
Charter Communications, Time Warner Cable
02.2020 - Current
Server
Applebee's Neighborhood Grill & Bar
02.2018 - 05.2022
High School Diploma -
Lorenzo Walker Technical School