Brett Anderson has over 15 years of experience in customer service and technical support roles at Suddenlink Communications. He has held several supervisory positions, managing teams that provide escalated tech support, customer care, and billing assistance. Anderson is skilled in troubleshooting, training, and developing employees. He has a high school diploma and some college coursework in music.

1. BRETT ANDERSON
(304)615-1415 ▪ mrbrettanderson79@gmail.com ▪ 1417 24th St Apt 1 ▪ Vienna, WV, 26105, United
States
PROFESSIONAL EXPERIENCE:
Suddenlink Communications Parkersburg, WV
Technical Support Supervisor August 2011 - July
2016
• Manage and develop a team of escalated tech support specialists for Suddenlink's
Atlantic Call Center using resources such as 1 on 1 meetings, group chats, conference calls, and
virtual meetings.
• Monitor, score, and provide feedback on calls.
• Focus on team development and root cause analysis when coaching behaviors to
drive performance for customer satisfaction, AHT, schedule adherence, accuracy, and sales.
• Manage human resource responsibilities including payroll, attendance, leaves of
absence, and behavioral concerns.
• Develop behavioral interview questions, interview, hire/termination decisions and
documentation.
• Administer advanced technical training in classroom and virtual environments and
administer first level internet support training to new department members.
• Experience upgrading, maintaining, and tuning Linux and Windows Database
Management Systems.
• Develop and maintain current training documentation on troubleshooting, policies
and procedures, as well as job aids for best practices.
• Work as part of an information technology team and provide customer support for
this technology.
• Experience providing IT services to end users including IT helpdesk or PC support.
• Demonstrate experience administering a database management system and
programming applications.
• Experience with using structured query language to make select statements and
retrieve data from one or more tables.
• Provide presentations to the company’s highest officers, including the CEO, CFO,
and COO and have created and rolled out various incentive programs to drive performance.
Suddenlink Communications Parkersburg, WV

2. Customer Care Supervisor November 2007 - August
2011
• Supervise and develop Tier 1 support representatives for Suddenlink's Atlantic Call
Center.
• Monitor, score, and provide feedback on calls, coaching to handle times and
customer feedback surveys, and monitor sales goals pertaining to first level video, internet, phone
troubleshooting, and billing.
• Communicate policy changes and updates as relevant to their responsibilities.
• Managed payroll, attendance, and served as the office safety coordinator.
• Supervise daily activities of the customer service representatives, coordinate work
schedules and customer service activities, and communicate customer service performance
objectives.
• Provide guidance to customer service representatives with service complaints,
answer questions regarding services and products, discuss billing questions and service concerns,
and provide instruction on various sales techniques.
• Ensure departmental standards regarding courtesy and productivity are maintained
and that budgeted quotas are met.
• Experience handling complex customer issues and regularly monitor calls and
performance metrics to provide feedback and coaching.
• Interview, hire, evaluate, coach and counsel personnel in the performance of their
duties.
• Interface with departments through written and verbal communications to handle
customer situations, research customer complaints, and process billing adjustments by inputting
credits or other adjustments into the computer database
• Convey technical information to customers both internal and external in a help desk
setting while managing multiple priorities
• Experience in being part of a goal oriented team.
• Determine the propriety of customer requests and review technician’s entries for
numeric accuracy and correctness of format.
• Execute system approvals and maintain spreadsheets of detailed customer
transactions.
• Experience in effective meeting management and meeting note taking.
• Collect and analyze data, conduct studies and prepare documents.
• Effectively define requirements, manage projects, and conduct briefings and/or
training sessions and manage special projects that covered a range of office activities.
• Prioritize and organize efficiently and effectively and able to motivate others.

3. • Knowledgeable of functions and related tasks in the area of customer relations, and
general accounting and billing procedures.
Suddenlink Communications Parkersburg, WV
Escalation Specialist January 2007 -
November 2007
• Assist customer care representatives for the call center by fielding calls, instant
messages, and managing emails.
• Effectively manage troubleshooting and billing concerns for all lines of business,
and procured escalated calls.
• Respond promptly to customer inquiries, handle and resolve customer complaints,
obtain and evaluate relevant information to handle inquiries and complaints
• Perform customer verifications, process orders, forms, applications and requests.
• Direct requests and unresolved issues to the designated resource.
• Flexibility to work in an ever-changing environment with exceptional
organizational skills and adaptability.
Suddenlink Communications Parkersburg, WV
Customer Care Specialist May 2006 - January 2007
• Receive inbound calls from customers to trouble shoot their video, high speed
internet, and phone service, as well as assist with billing concerns.
• Manage call time and sales goals as laid out by the company.
• Clear communication skills aimed at understanding customers’ needs and providing
corresponding services.
• Proven ability to grasp product knowledge and relay product information in a
concise but potent manner.
• Analytic thinking aimed at resolving customers’ issues in a proactive manner.
• Detail-oriented and efficient in providing customer service in adverse situations.
• Well-versed in adapting different ways under pressure in order to meet deadlines.
EDUCATION:
Parkersburg High School Parkersburg, WV
High School Diploma June 1997
• Was a member of the Parkersburg High Marching Band Percussion Corp

4. West Virginia University at Parkersburg Parkersburg, WV
• Major: Music January 1999
ACTIVITIES:
• Overall my largest accomplishment is being a Father.
• Administer, coach, and play on the company's softball team.
• Safety coordinator and mc the annual holiday party.
• Worked numerous call center and customer service jobs.
• Music is a big part of my life. I was a professional musician with bands on two
record labels, which have provided me a broad perspective of experiences and responsibilities.
• I play baseball and softball, I am an amateur photographer, and I also participate in
a fire performance troupe called The Burning Dawn.