Heather Dalmy Trubitz has over 15 years of experience in customer service, technical support, and billing roles for internet, phone, and cable TV services at Time Warner Cable. She has held various leadership positions, including Customer Service Supervisor/Intern, Customer Lead, and Customer Satisfaction Review Administrator. Her experience includes handling escalated customer issues, training other representatives, analyzing customer satisfaction data, and identifying systemic issues. She also has experience assisting customers through email, chat, and phone support in previous roles at Time Warner Cable, AOL, and the IRS.

1. HeatherDalmyTrubitz
1005 Lead Ave SW
Albuquerque,NM87102
UnitedStates
Home phone 512-422-0878
witchyhazel@sbcglobal.net
5/2000- 4/2015- Time WarnerCable- all aspects- customerservice,technical supportandbillingfor
internet,phone andcable TV services.
11/14- 4/15- CustomerService Supervisor/SupervisorIntern
I ran teamtopics, assistedwith movingrepsand othersupervisorstomake roomforthe new hires,
and establishedthe customerchatprogram inlevel 3tech support. I listened toagentcalls,coached
reps,conductedone onone training,andinterviewedpotential new hires.
1/12- 11/14- CustomerLead
- Handledescalations- workedwithcustomersthatwere extremelydissatisfiedandaskedfora
supervisor,withbillingortechnical issues. Listenedtocustomer’scomplaintsandaskedquestionsto
ascertainexactnature of problem;discussedoptionsandalternativeswithcustomer;creativelysolved
problemstoachieve customersatisfaction.
-Assistedcustomerservicerepswithcomplex issuesordifficultcustomers;trainedotherrepsonhow
to handle the issue orsolvedthe problemwiththe rep;workedcloselywithrecenthirestoensure
qualityof decisionsandcustomerservice.
-Collaboratedwithotherdepartmentsandfolloweduptoresolve customerissues- installation
problemsorbillinginaccuracies,etc.;followedupwiththe customertoensure resolutionand
satisfaction;documentedall communicationandactionstaken.
-Handledavarietyof miscellaneousissuesbeyondthe scope of the customerservice reps;
responded tocustomerswhocomplainedaboutTime WarnerCable onsocial mediasite,talkedwith
customerswhoreportedpoorcustomerservice onapost service survey.

2. -Handledcustomercomplaintsthatwere miss-routedinternallyand neededtobe resolvedquickly;
reviewedcustomerrequestsforappointmenttimesthatwere not available andresolvedissuesbetween
customerand service team
-Identifiedissuesthatwere systemicandimpactedmanycustomers,wrote reportstomanagement
7/2008- 1/2012- Customersatisfactionreview administrator
I was responsible forcompilingthe CSAT,orCustomerSatisfactionSurvey, reportforcustomerservice,
techsupportand the outsourcedreps. I contactedthe customersthat were dissatisfiedtosee if Icould
resolve theirissueand/ordetermineif there were anytrendsIcouldreportthatwere causing
customer’sdissatisfaction. Ialsohandledthe repeatcall reportwhichtrackedwhy customerskept
callingbackin,the techfeedbackreportandnew customerreport.
Skills
I developedthe abilitytosiftthroughdataand compile itinan Excel spreadsheet. Ialsodevelopedmy
ownformulastofindtrendsand repeatissues.
2005-2008 QC Dev Rep
I assistedcustomerswithinternet,phone andcable issuesthroughe-mail.Ihandledthe National Help
desk ticketsandI was responsible forcontactingthe customerswhowere promisedacall backand
closingthe onesthathad alreadybeendone. Ihandledall of the abuse requestsandIrescheduledold
abuse workorders.I collectedthe mail twice aday,I mailedoutcdsand remote guidestocustomers
and I pickedupthe checkseverypayday.PlusIassistedcustomerswithtechnical issuesandquestions
throughchat.
Skills
I developedthe abilitytoexpressmyself throughthe writtenwordinawaythat is bothapologeticand
knowledgeable,withoutbeingcondescendingtocustomers.Ican handle anyissue throughe-mail ina
mannerthat ishelpful andaddressesthe issuestheyputforth.Manycustomerswhowrote inwere
frustratedwiththe response theyreceivedfromothertechsorthe amountof time theyspentonhold
and I sympathizedwiththemandofferedthemreal solutionsthatdiffuseddifficultsituationsandmade
the customerfeel like someonecares.

3. 2004 2005 Time Warner Cable SeniorTechSupportRep
I was responsible forassistingcustomerswiththeirissues,andothertechswithquestionsconcerning
customerissuestheywere workingon. PlusIwasresponsibleforhandlingall of the abuse requestsand
reschedulingoldabuse workorders.Imade sure the otherseniortechsknew the correctprocedure for
enablinganddisablingaccountsandI trainedthe techsonthe flooronhow to handle the customers
that calledin.
Skills
I developedthe abilitytoworkundera time constraintasthe requestsneededtobe handledasthey
came inand to manage mytime effectively.Ilearnedhow toteachothersmaterial thatIput togetherto
betterfacilitate the handlingof abuse andIbroughtabout change to the abuse processto betterensure
the properhandlingof abuse byothertechs.
Experience
2000 2004 Time Warner Cable TechSupportRep
I assistedcustomerswithinternetandcable issuesoverthe phone.
Skills
I developedthe abilitytomuti-task,while maintainingagoodrapport withthe customerinutilizingthe
manytoolswe have to troubleshootcustomerissues.Iamalsoproficientinall of the productswe offer
at Time Warner and can readily assistacustomerwiththem.
4/2000-5/2000- IRS Austin,TX
12/1999-3/2000- AOL Albuquerque,NM
Education
1994 BACHELORS AntiochCollegeLiterature3