Social Media Specialist - ALTICE USA (Formerly Cablevision) - Jericho, NY
(2023-04 - 2026-06)
- Serve as a first line of defense in protecting the company's social media presence by monitoring customer interactions across major social media platforms.
- Respond to customer inquiries, service concerns, technical issues, and escalations through both public and private communication channels.
- Troubleshoot internet, voice, video, and account-related issues while coordinating resolutions with technical and operational teams.
- Manage customer escalations and ensure timely resolution while maintaining a positive customer experience.
- Partner with multiple departments to address service disruptions, customer complaints, and reputation management concerns.
- Identify recurring service trends and communicate findings to leadership teams to support continuous improvement initiatives.
- Support customer engagement efforts while maintaining company brand standards and service quality expectations.
Senior Technical Support Representative / Service Desk Lead - ALTICE USA (Formerly Cablevision) - Jericho, NY
(2006-06 - 2023-04)
- Delivered advanced technical support for internet, VoIP, television, networking, and connectivity services supporting residential and commercial customers.
- Diagnosed and resolved complex technical issues involving hardware, software, networking, service interruptions, and account-related concerns.
- Served as a key escalation resource, working across departments to resolve customer issues and restore service.
- Acted as Backup Lead Technician, supporting operational leadership, handling supervisor calls, and assisting with customer escalations.
- Selected to support service desk operations, including queue management, workforce coordination, operational reporting, and performance monitoring.
- Generated operational reports utilized by leadership to support staffing decisions, service delivery, and workforce planning.
- Supported monitoring of operational performance indicators, service quality standards, and customer experience initiatives.
- Coordinated employee training activities and maintained training schedules and documentation.
- Provided training, mentoring, and knowledge transfer support to new and existing team members.
- Collaborated with technical and operational teams to identify root causes, improve processes, and enhance service delivery.
- Recognized with three Bronze Star Awards for performance excellence and outstanding customer service.
Technical Support Representative (Contract) - AEROTEK / OPTIMUM ONLINE - Melville, NY
(2006-02 - 2006-06)
- Provided technical support and troubleshooting assistance for internet services and connectivity-related issues.
- Diagnosed service interruptions and assisted customers with restoration and issue resolution.
Sales Supervisor / Key Carrier - OFFICE MAX - Elmont, NY
(2005-08 - 2006-01)
- Supervised daily store operations and supported sales performance initiatives.
- Managed customer escalations and resolved service-related concerns.
Product Processing Specialist - BEST BUY - New York, NY
(2003-02 - 2005-08)
- Managed shipping, receiving, inventory control, replenishment, and loss prevention activities.
- Conducted cycle counts and inventory audits to ensure inventory accuracy.
- Earned two MVP Awards and one All-Star Award for exceptional performance.
Information Technology Intern - XEROX CORPORATION - Rochester, NY
(1999-06 - 1999-09)
- Developed a user manual using Microsoft Visio to guide employees through data migration processes.
- Assisted in migrating data from the company's legacy database system to Oracle, ensuring accuracy and data integrity throughout the process.
- Wrote and executed SQL queries to retrieve and analyze database information.
