Shawn Gibbs
Fort Mill
Summary
Dynamic Customer Support Specialist with a proven track record at Charter Spectrum, excelling in problem-solving and technical troubleshooting. Recognized for enhancing customer satisfaction through empathetic communication and effective issue resolution. Skilled in CRM and committed to fostering strong client relationships, ensuring repeat business and positive feedback.
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
Charter Spectrum
04.2022 - 02.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Wire Technician
AT&T
10.2009 - 04.2022
- Maintained up-to-date knowledge of industry advancements, incorporating new techniques into daily tasks when applicable.
- Reduced service downtime by promptly addressing and resolving wire connectivity problems.
- Collaborated with fellow technicians to complete complex wiring projects within tight deadlines.
- Exceeded team productivity goals through diligent work ethic and strong attention to detail during installation procedures.
- Safely operated company vehicles and obeyed all traffic laws while completing annual driving courses.
- Demonstrated versatility in skill set by successfully completing various types of wire installation projects, from residential to commercial properties.
- Ensured safe working conditions by strictly adhering to company guidelines and safety protocols during all installations and repairs.
- Improved customer satisfaction by efficiently troubleshooting and repairing wire-related issues.
- Contributed to a positive work environment through professional communication skills, active listening, and effective problem-solving abilities when faced with challenges or conflicts among team members.
- Installed new wiring systems, ensuring optimal functionality and adherence to safety standards.
- Installed wiring, cabling and networking hardware on customer premises.
- Researched and recommended network and data communications hardware and software.
- Completed accurate documentation of completed tasks or repairs to facilitate smooth handoffs between shifts or teams.
- Continuously sought opportunities for process improvement, implementing new techniques or technologies to enhance overall efficiency and productivity in the field.
Education
High School Diploma -
Seneca High School
Seneca, SCSkills
- Problem-solving
- Customer relationship management (CRM)
- LAN/WAN
- Hardware configuration
- Data entry
- Call center experience
- Payment processing
- Technical troubleshooting
- Time management
- Customer service excellence
- Friendly and patient
Timeline
Customer Support Specialist
Charter Spectrum
04.2022 - 02.2025
Wire Technician
AT&T
10.2009 - 04.2022
High School Diploma -
Seneca High School
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