Customer service

San Diego State University
San Diego Ca
Major: Fine and Studio Art
August 1993-June 1994

While attending San Diego State university I worked in the Art Department office. In addition to providing reception support to the Director of the Art Department I sorted mail, typed and printed course materials and tests for the departments faculty, assisted with the SDSU Foundations fundraising for the arts (stuffing envelope, calling Alumni, setting up for meetings. I also Filled in for any of the Galleries if the designated gallery sitter was out unavailable.

Grossmont College
El Cajon Ca
Majors: Art History, Studio Art
August 1986- June 1990

Employment History

Cox Enterprises Inc
Telecommunications Services
5651 Copley Dr, San Diego, Ca 92111
Technical Support Representative II
May 5, 1997 through present

Job Description

Job Title CCR II- Tech
Job Family Customer Care
Job Subgroup Technical Support
Career Level Service/Support II

 Resolves service related issues related to Cox products including but not limited to, analog video, digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.
 Educates customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.
 Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.
 Effectively uses troubleshooting tools such as EdgeHealth, Polaris, DART and large customer database.
 Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.
 Refers customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.
 When necessary, schedules a service visit at the customer’s convenience.
 Transitionally sells/presents additional Cox products to the customer.
 Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customers needs.

Cox Accomplishments
Consistently high monitor scores
Participated in focus groups for technical support solutions, new products and sales incentives

Additional Work Experience
San Diego State University Art Department August 1993-June 1994
Montgomery Wards, La mesa, Ca. Sales Associate August 1992-1993
Sears Robuck, El Cajon, Ca. Sales associate January 1987-January 1991

English