Whitney Conner
San Antonio
Summary
Dynamic National Field Support Representative III at Charter Communications with expertise in technical troubleshooting and customer service. Proven track record in issue resolution and effective teamwork, enhancing service delivery. Skilled in remote support and escalation handling, ensuring seamless operations and high customer satisfaction. Committed to excellence in every interaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
National Field Support Representative III
Charter Communications, Spectrum
06.2022 - Current
- Provided technical support for installation and maintenance of cable services.
- Collaborated with field teams to troubleshoot and resolve customer issues efficiently.
- Ensured accuracy of service orders and documentation during installations and repairs.
- Provided support to Tier 1 and 2 representatives who experienced issues while assisting field technicians.
- Submitted escalations to higher level repair and provisioning teams for occurrences that could not be resolved at Tier 3 level.
- Assisted NFS leadership with Smartsheet escalations.
Video Repair Representative I
Charter Communications, Spectrum
11.2019 - 06.2022
- Diagnosed and resolved technical issues for customers, ensuring timely service delivery.
- Coordinated repair schedules and managed inventory of parts and equipment.
- Trained new team members on repair processes and customer service protocols.
Education
Bachelor of Science - Project Management
Bellevue University
Bellevue, NE05-2026
Skills
- Remote support
- Network configuration
- Issue resolution
- Positive attitude
- Teamwork and coordination
- Customer service
- Problem-solving
- Troubleshooting and repair
- Verbal and written communication
- Tool management
- Courteous and professional
- Work order management
- Technical troubleshooting
- Work orders
- Technical support
- Software installation
- Escalation handling
Certification
- NCTI Rep I to Rep II Training - 11 months
- NCTI Rep II to Rep III Training - 90 days
- NCTI Rep III to Rep IV Training
Timeline
National Field Support Representative III
Charter Communications, Spectrum
06.2022 - Current
Video Repair Representative I
Charter Communications, Spectrum
11.2019 - 06.2022
Bachelor of Science - Project Management
Bellevue University