Melanie Williams

109 Holly Mountain Rd, Holly Springs North Carolina 27540 Home phone # (919) 622-3840 E-mail Address: melaniel.williams6@gmail.com

Objective I believe any assignment rather it is great or small should be done with a level

of excellence. As a Support Specialist, with 15 years of experience in customer service I have learned that a customer deserves the right to be given outstanding support and service. Advancement on the any job depends on your wiliness to go the extra mile and I always exceed all goals that are placed before me.

Summary of Qualification

Support Specialist with 16+ years of Administration, Customer Service and Dispatching experience. Detailed-oriented and to multitask effectively, and can quickly learn new software packages.

Skill Sets :

Tier I /Customer Svc/Admin –

Trouble Shooting Video, Voice, Data- Respond to incoming calls regarding technical questions, escalating, creating trouble tickets and problem resolution related to products as well as customer premise equipment. Able to handle any complex situations in a cool calm manner to ensue effective, immediate decisions can be made.

Soft phone skills training of 13+ years Multitasked - I have been trained to multitask service projects at one time.

Office Administrator –set up and organize office meetings, handle department budget issues, create and maintain any department Reports

Based on complex situations able to make effective, immediate decisions

Experience

Titles & Job Duties

First Citizen Bank : 101 E Tryon rd Raleigh NC 27603

Last Current Position( start Date 2/24/14 end date 8/04/15 ) Telephone Banker Customer Service: Handle any all customers concerns regarding all Banking services.

Zetacor Communication 3209 Gresham Lake Rd Raleigh NC, 27615 Dispatcher I Part Time: July- December 2013: Dispatcher I Part Time : Managed quota and communicated any changes with technical supervisors. Handle any all customers concerns regarding service work orders. Hotwire Communication, 111 Corning Road Suite 250 Cary NC

Customer Service / Tier I Support Rep 6/1-12/14 2012

• Handle moderate call volume, covering a full range of customer requests concerning service Issues, in a prompt and courteous manner. Created system ticket requests if issue could not be fixed over phone, escalate trouble ticket requests to NOC personnel as directed and ensure appropriate follow-up procedures are

Connection Technologies, 111 Corning Road Suite 250 Cary NC

Customer Service Representative:1/1- 2008- 6/1-2012

Customer Service Representative Conduct outbound customer service or inside sales calls, also able Set up customers account requests, for services and handled inquiries concerning billings. Connection Technologies Maintenance Dispatcher I , 2007-2011

Create and assign job tickets to technician according to Geographic location using GPS management, maintain escalation emails, excel

Time Warner Cable, 101 Innovation Ave Morrisville, NC

Network Operations Support Specialist 2004 – 2007

I performed quality assurance reviews reports for Network Operation Outage Team to ensure accuracy before submission to TWC Reporting Department. Maintained and managed Departmental budget for Network Operation Dispatcher I Dispatcher II 1997- 2004

Managed quota and communicated any changes with technical supervisors. Responsible for open communications between departments to ensure all aspects of the business ran functionally. Handled all minor and major Field technician issues ensuring that customer appointments where met on time. Able to computer-aided dispatch

Universal Customer Representative 1994-1996

Multitasked and handled all customers billing, troubleshooting concerns in a timely manner.

Second Shift Lead 1994 - 1995 Supervised and organized morale improvement initiatives, prepare team building skills, for Repair and Customer Service Rep I,II. I,II

Customer Service Repair Representative I 1992 - 1994

Handled all minor and major customer repair issues dealing with video, voice, data

Honor/Awards

Time Warner Cable Outstanding Attendance Award – 1996 Time Warner Cable President Award – 1996

Dispatcher of the Month April, 2000 Dispatcher of the Month May, 2000 Employee Recognition Consider It Done Award (for excellent

team member support) 2005

Employee Recognition Consider It Done Award( for excellent Supervisor Help line Support) 2006

Connection Technologies Department TOP GUN – March, April, May, June, July, August – 2012

FCB Excellent Customer Service Kudos Employee of Months of March, April,May and June

Knowledge, Skills and Abilities

KNOWLEDGE OF : Microsoft Office suite of software, specifically Word, Outlook, Power Point and MS Excel

Effective oral and written communication skills Detail oriented, organized and a team player Ability to work in a fast paced team environment

Education Athens Drive High School- 1420 Athens Dr Raleigh, NC 27606 Wake Tech Community College (Business Administration) 1992 9101 Fayetteville Road Raleigh, NC 27603

Wake Tech Community College (PC Troubleshooting Class) 24hr of Training and 2.4 1 units of 10 hours of instruction’s Certificate of Completion Issue January 2,2014 9101 Fayetteville Rd Raleigh, NC 27603