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Fiber Customer Support Analyst resume examples

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Skills

  • Key holder experience
  • Account management
  • Customer contract renewal strategies
  • Stock management
  • Retail store support
  • Report preparation
  • Multi-line phone talent
  • Staff education and training
  • Building rapport with residential and corporate clients
  • Fiber upgrade sales techniques

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Used a POS system to itemize and total the purchases of 5 customers.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • HubSpot and metric techniques have been taught to me.
  • Under duress, personable and professional.
  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Hardworking Fiber Customer Support Analyst with 13 years of telecommuting experience meeting customer needs.
  • Motivated to keep customers happy and contribute to the company's success.
  • Fiber Customer Support Analyst with 6 years of successful project management and data analysis experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Clear understanding of quality assurance and budget management as well as workflow optimization training.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.

Accomplishments

  • Executed root cause analysis for repeated fiber service drop-offs, developing long-term solutions that decreased repeat calls by 80%.
  • Implement proactive outreach programs focusing on customer education, reducing incoming support tickets during peak periods by 17%.
  • Enhanced customer satisfaction by reducing wait times from 6 minutes to 16 minutes during periods of high inbound ticket volume.
  • Collaborated with dispatch teams to optimize field technician schedules, which decreased the number of redundant service visits by 18%.
  • Played a pivotal role in achieving a 47% improvement in Net Promoter Score (NPS) by delivering personalized customer support.
  • Improved customer retention by introducing enhanced troubleshooting protocols that reduced repeat issues by 28%. Resulted in a reduced churn rate.
  • Assisted in implementing a new ticketing system that streamlined workflow and improved ticket resolution efficiency by 17%.
  • Monitored real-time service delivery metrics, securing top support team recognition for exceeding goals by 15% over the last three years.
  • Created an advanced fiber diagnostics training program for new hires, reducing overall onboarding time by 6 weeks and improving job readiness.
  • Identified critical service issues using diagnostic tools, preventing widespread outages for over 8 customers in a Boston area.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Association for Computing Machinery
  • Accredited Tier Technician (ATT) – Uptime Institute
  • American Society of Safety Professionals
  • CompTIA Network+ Certification
  • Technical Support Alliance Network (TSANet)
  • IEEE Communications Society (ComSoc)
  • Help Desk and IT Support Professionals Group (HDISP)
  • Customer Service Professionals Network (CSPN) Membership
  • Customer Contact Week (CCW) Conference participation

Certifications

  • Certified Fiber Optic Technician (CFOT) - Meridian
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Advanced Field Technician Certification - framework
  • ITIL Foundation Certification in IT Service Management
  • Lean Six Sigma Green Belt Certification
  • Cisco Certified Network Professional (CCNP) Service Provider
  • ServSafe
  • Certified Fiber to the Home Professional (CFHP) - Summit Group

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