Pam Zemper

Technical Support & Repair Representative

Spectrum/Charter Communications

San Diego

01.2023 - Current

Diagnosed and resolved over 50 customer issues weekly, focusing on Internet, cable, and phone service problems using advanced diagnostic tools
Delivered tailored solutions for customers, enhancing satisfaction and driving retention
Met or exceeded key performance metrics while responding to inbound inquiries efficiently
Achieved a 95% customer satisfaction score through proactive account management and escalation of complex issues for rapid resolution
Improved first-call resolution rates by 15% through process enhancements and leveraging technical expertise
Dedicated to creating positive customer experiences, addressing complaints, and fostering long-term relationships
Consistently maintaining professionalism, clear communication, and rapport-building
Proactively enhancing the overall customer experience by identifying and addressing needs
Goal-oriented, driven, and capable of managing multiple tasks efficiently under pressure
Strong problem-solving abilities and sound judgment in high-stakes situations
Ability to balance customer service, technical troubleshooting, and sales within a single interaction, requiring both problem-solving and interpersonal skills
Identified and capitalized on sales opportunities, focusing on both new sales and upgrading existing customers
Deep knowledge of products, pricing, and promotions, allowing for tailored recommendations
Consistently met or exceeded sales goals while ensuring alignment with customer needs
Focused on driving customer satisfaction and meeting sales targets while actively enhancing processes
Diagnosed and troubleshot complex issues related to cable, internet, and phone services
Guided customers through troubleshooting steps and ensured they were equipped with clear technical explanations
Stayed updated on the latest technical knowledge, escalating unresolved issues when needed
Managed billing inquiries and account issues using platforms such as ICOMS/CSG
Proficient in processing orders, account activations, and addressing billing concerns to ensure a smooth customer experience
Constantly improving first-call resolution rates and customer satisfaction scores by staying updated with technical knowledge and leveraging that to resolve issues quickly
Strong verbal and written communication, with the ability to explain complex concepts clearly
Skilled in building rapport and maintaining effective phone etiquette
Excel in relationship-building to ensure customer satisfaction and trust
Experienced in CRM systems, data entry, appointment scheduling, and general administrative tasks
Extensive experience in telecom services, including Voice, Data, and Video solutions
Familiar with cable services, technical troubleshooting, and equipment management
Exposure to the insurance industry, with a solid understanding of customer service and sales in this sector

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