I expertly troubleshoot all Time-Warner services, accurately performing specific IP and DNS troubleshooting and consistently giving precise and practical over-the-phone instructions; I assist technicians and installers with real-time information and serve as an advocate for customers to escalation departments. I also supplement the leadership team in providing proactive assistance and answers to questions from other agents. * Thoroughly developed excellent phone skills, including extended patience with difficult customers * Produced and updated a comprehensive quick reference sheet to promote better internal communication * Created a resource called “Tracking Trends” to better evaluate and resolve re-routing and internet issues Proven reliable by providing 8+ years of extraordinary customer satisfaction, I follow an effective gradual trouble-shooting method and consistently meet or exceed quality assurance guidelines, ranked as exceptional by leadership.

Responsibilities include troubleshooting Video, Internet, & home phone services, address the technical needs and concerns of customers, and ensure resolution to problems. Skills Acquired include basic troubleshoot steps as well as a familiarity with emerging new video equipment, such as streaming video players.