Debra Ellis
Summary
Exhibit traits and qualities that are desired among Customer Service and Technical professionals which include reliability, loyalty, and honesty. Utilize my many skills to be able to fulfill the requirements of the job and exceed expectations; being able to multitask and collaborate with individuals and teams to complete business needs.
Experienced with regulatory compliance and risk assessment. Utilizes strong analytical skills to identify and mitigate potential compliance issues. Knowledge of industry standards and best practices ensures organizational adherence to regulatory requirements.
Overview
19
19
years of professional experience
Work History
Construction, Support, and Compliance Specialist III
Charter Communications
12.2005 - 11.2024
- Gather and manage email escalations to various functional teams from internal and external customers
- Handle non-compliance to standardized policies and procedures to the appropriate functional team
- Handling monthly Q&A for two call centers
- Monitor dashboards and reports and take appropriate actions to advance the order process
- Take escalated calls from customers
- Manage 'failed install' escalations by confirming serviceability status, submitting surveys, and providing order status updates
- Work with operations and other departments to determine the serviceability of an address, following defined processes
- Work and handle ECAF from the FCC, BBB and social media sites
Dispatcher III, Technical Support
Charter Communications
08.2012 - 03.2017
- Handle phone calls from and to technicians to complete daily task
- Assist with correcting account issues stemming from unbalanced coding by utilizing Support tools such as ICOMS, DOCSIS, OMSe, etc
- Enter Special Request, Installation, Repair, and Disconnect work orders
- Provide technical support for cable boxes, data and phone modems to ensure service excellence
- Trained New Hires
Product Specialist II
Charter Communications
12.2005 - 08.2012
- Handled incoming and outgoing calls to address Subscriber's issues and concerns
- Resolved many connectivity issues dealing with USB, Ethernet, wireless, and email
- Troubleshoot and resolve Digital Phone issues
- Completed work order scheduling for install and unresolved issues
- Billing & Sales
Education
Science of Psychology
Colorado Tech University
12.2024
Certification - Excellence in Customer Service, Basic Broadband Troubleshooting, Delivering Cable Services, Effective Communication
Jones NCTI
W Columbia, SC12.2016
Skills
- Compliance monitoring
- Internal auditing
- Compliance oversight
- Information security
Timeline
Dispatcher III, Technical Support
Charter Communications
08.2012 - 03.2017
Construction, Support, and Compliance Specialist III
Charter Communications
12.2005 - 11.2024
Product Specialist II
Charter Communications
12.2005 - 08.2012
Certification - Excellence in Customer Service, Basic Broadband Troubleshooting, Delivering Cable Services, Effective Communication
Jones NCTI
Science of Psychology
Colorado Tech University
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