Sharon-Ann G. Razon

I am seeking employment with a company where I can use my talents and skills to grow and expand the company. I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities. I want to excel in this field with hard work, perseverance and dedication. I want to be part of the success in an environment of growth and excellence.

• Follow Standard Operating Procedures of CPNI {Customer Proprietary Network Information} and Classified & Confidential Information of the account holders for Cox Communications.
• CPNI also protects the customer’s privacy and ensures that the customer’s services are up to date.
• Accessing SkillPort Program to instruct new hiring dispatchers for Cox’s Standard Operating Procedures/ Protocol along with CPNI Protocol.
• Receiving and responding to incoming phone calls & emails from technicians, supervisors, managers and Cox Comm Center in a professional and timely manner.
• Evaluate information received from technicians and accurately processing and activating equipment as requested by tech and work order.
• Maintaining, updating, and reporting of completed work orders.
• Knowledge of all Cox coding policies and proper procedures as established by the Contracting Companies under Cox Communications.
• Working knowledge of TOA, ETA Direct, Cox Remedy, ICOMS, Vision Tools, Edgehealth, TTQ LSOA Query, GUI Programming.
• Responsible for verifying all Cox services are working properly.
• Completion of all post calls in a timely and professional manner.
• Going through technician’s routes and work orders making sure that tech is getting paid for the work they are doing on the customer’s account.
• Provisioning and deactivating equipment on the account and previous accounts to make sure the old accounts are in former status.
• Creating, activating, and porting telephone numbers for customers that are receiving phone services from Cox Communications that are coming from a different phone provider.
• Contacting customers for technician’s pre- call to ensure that the customer is going to keep their appointment.
• Keep a daily log of accounts that requests for Lateral Lines and ESR Maintenance tickets for the company’s Manager and Supervisor.
• Creating Resolution/ Maintenance tickets for the technician that is having issues with Internet and Phone services.