Carlotta McGowan
Snellville,GA
Summary
Enthusiastic Customer Service Representative with strong communication and problem-solving skills. Experienced in handling inquiries, resolving complaints, and using CRM tools. Adept at multitasking in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer service/technical support
Charter Communications
San Diego, CA
02.2010 - 04.2022
- Level 2 Support Analyst responsible for providing advanced technical support to customers
- Analyze, diagnose, and resolve technical issues related to Spectrum residential internet, TV, and phone services
- Handle high-volume inbound calls (60-80 calls per day) in a fast-paced call center environment.
- Manage basic billing inquiries and payments.
- Work within a supportive, energetic team in an office setting.
- Maintain composure in face of difficult customer situations
- Achieve consistent acceptable rankings in monthly metrics such as average handle time, customer service surveys, dispatch and transfer rates.
- Work from home/remote analyst (2020-2022)
Education
Bachelor of Science - Office Automation Systems
Coleman University
La Mesa, CASkills
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Calm under pressure
- Problem resolution
- Customer service
Certification
- Certified CompTia A+ , Computer Repair
Timeline
Customer service/technical support
Charter Communications
02.2010 - 04.2022
Bachelor of Science - Office Automation Systems
Coleman University
Awards
Customer service top 10% in performance, Customer VOC top 10% in surveys