Sean Silguero
Wurtsboro,New York
Summary
10 year veteran at Charter Communications, hungry for a bigger opportunity! Excellent problem solving and investigative skills. Previously recognized as a Spectrum Gold top performer for outside KPI performance and contributions to the business. Driven to learning new technologies and staying at the forefront of developments in the internet and AI space.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Tech Support
Charter Communications, Spectrum
06.2019 - Current
- Assist internal customers with customer support tasks and inquiries from inbound calls. Regularly handle more than 40 calls a day.
- Take over escalated customer calls to address more complex concerns and service complaints.
- Navigate between different business divisions and facilitate inter-department communication to resolve critical product issues and improve support systems and tools
- Integrate with a dynamic team where information is freely shared so all members are on the cutting edge of product knowledge.
Customer Service Representative
Charter Spectrum
05.2015 - 06.2019
- Handled inbound calls from customers and assisted in troubleshooting various issues related to services, billing and equipment for customers. Regularly handled more than 80 calls a day.
- Provided feedback on tools and processes, helping to improve customer satisfaction and retention across the company.
- Pursued continuous improvement on tools, policies, and best practices with customer handling.
Education
Bachelor of Science - Game Design
Full Sail University
Winter Park, FloridaAssociate of Applied Science - Networking
Orange County Community College
Middletown, NYSkills
- Growth driven, always seeking knowledge of new policies and technologies
- Able and willing to collaborate and assist team members with tasks, even if not directly related to personal tasks
- Excellent critical thinking and troubleshooting skills Frequently will ascertain deep rooted issues that many would ordinarily miss
- 10 years experience with soft skills and handling sensitive customers Able to de-escalate the most volatile clients and correct poor experiences
- Lifelong familiarity with Windows OS, and able to troubleshoot many common PC issues with ease
- Expertise with legacy TWC systems such as ACSR, DOCSIS, BPS
- Comfort with handling and maintaining hardware Have maintained and repaired a variety of appliances from computers and televisions to washing machines and refrigerators
Certification
CompTIA A+
Timeline
Lead Tech Support
Charter Communications, Spectrum
06.2019 - Current
Customer Service Representative
Charter Spectrum
05.2015 - 06.2019
Bachelor of Science - Game Design
Full Sail University
Associate of Applied Science - Networking
Orange County Community College