Richard Cerna

About Richard Cerna

Detail-oriented, accurate, and dependable, with an uncompromising work ethic.•Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.•An active listener with strong interpersonal skills. Strive to understand client needs and provide exceptional results.•Ability to prioritize, multi-task, and perform effectively under pressure.Seeking a challenging career that utilizes my skills in my area of competence and enriches my knowledge, and gives me a chance to be part of a team that contributes towards the growth of the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth.•Strong attention to detail •Proven ability to work in a time-pressured, demanding environment with accuracy and precision. •Experience of working as key part of a wider team that is reliant upon customer services.I’m eager to utilize my strong work ethic, education, and expertise in area of Human Relations, Management, Customer Relations and/or Marketing.Bilingual Professional with diverse experience.

Experience

1. Rsc Representative Level 3

   Charter Communications

   Sep 2017 — Present · US

   De-escalated calls by utilizing active listening, positive positioning statements to ensure positive resolution for both customer and company.Provided Floor Support for peers by answering questions, providing feedback and direction for credits, equipment, and troubleshooting.Offered upgrade recommendations based on consumer needs, and historical equipment usage to assist with company retention and growth goals.Tier level support for Field Technicians, CSR’s, Customers for phone, data, cable TV & securityProvisioned phone switch programming telecommunications; feature changes, troubleshoot codingAdvanced understanding for Telnet applications, data provisioning tools ProComm, Secure CRT, SSH applications, data tools, security tools, Aspect, PeopleSoftMicrosoft Office; Word; Excel; Outlook; PowerPoint Lync; Internal Customer Database MainframeExtensive customer follow-up resolved incidents to promote survey response and verification of resolutionFollowed up with customer requests for contact/dissatisfied survey responses to ensure resolutions were reached.Used incident and work order trending to create ways to be proactive in suggesting support model changesSupported teams with call and ticket monitoring/review to ensure customers were receiving quality service and/or to suggest coaching for technician regarding customer service or technicalUsed business analytics and discovery to determine support needs of business units Collaborated with all levels of leadership and IT support groups on proposed/suggested technology, environmental and process implementationsBuild strength and customer loyalty by finding solutions to customer needs.Build strong customer relations by delivering great customer service.Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.