Katie E. Andrews-Faal has over 15 years of experience in customer service roles. She is currently an Ecommerce employee at Time Warner Cable, where she takes inbound calls to sell services, creates work orders, and monitors sales. Previously, she held technical support roles at Xerox and was an HR Assistant at Triangle Medical Intake. She also has experience working for the City of Raleigh in customer service and as a Sewer Monitor Tech.

1. KATIE E. ANDREWS-FAAL
3609CastlegateDrive,Raleigh,NC 2761 keafaalo4@gmail.com 919-412-1141
EDUCATION
WORK
EXPERIENCE
Craven Community College, New Bern, NC Graduated May 2000
Associates in Early Childhood and Education & Teaching
Pursuing Certificate in Office Systems Technology
TIME WARNER CABLE May 2015-Present
Ecommerce Morrisville, NC
 Take inbound calls to sell TWC services
 Create work orders
 Work with Multiple screens
 Monitor email through the day
 Keep track of sales
 Monitor your time/schedule through the day
XEROX April 2013 – May 2015
Tech Support Advisor Raleigh, NC
 Take incoming calls, schedule appointments, and return calls to
customers; take payments via phone and arrange shipment and drop-off
 Offer support to eligible customers that are within warranty timeframe
 Sell extended warranties to customers with new devices
 Maneuver multiple screens as needed to assist customers
 Data entry; verify accounts with account security
TRIANGLE MEDICAL INTAKE June 2012 – June2014
HR Assistant Durham, NC
 Support human resources department by creating new hire folders, filing
and scanning documents, and data entry
 Tally employee hours and enter into database
 Cover receptionist responsibilities as needed
CITY OF RALEIGH January 2007- May 2012
Senior Staff Support Specialist Raleigh, NC
 Provided customer service support in a call center environment
 Assisted with water meter issues
 Created work orders for field staff; created spreadsheets
 Processed test reports; updated correct data from addresses to renewal
dates, and created new contacts for new citizens/addresses
 Prepared mass mailings
 Drove to certain sites to investigate if the citizens weren’t sure of what
they had or if irrigation was in service
 Corresponded with co-workers, citizens, or approved testers via fax,
email, phone or mail; used 10 key typing with sight
 Dispatched when dispatcher was at lunch or absent
 Scanned file and ordered supplies
 Worked security at the treatment plant
Sewer Monitor Tech
 Monitored the sewer lines with a CCTV camera
 Read a map in order to travel from site to site to video sewer Practiced
OSHA safe guidelines daily; attended quarterly trainings

2. skills
 Inventory and Warehouse sign in/outs
 Document used inventory and reusable inventory going out
 Security booth coverage for treatment plant
UPPER CLASS INFLIGHT September 2001 – January 2007
Office Clerk Raleigh, NC
 Corresponded with customers via email, in person, or over the phone
 Took customer orders; prepared orders for delivery
 Took money/cash, checks, money orders or credit cards; batched out the
credit card machine each night
 Kept track of monthly sales
 Entered data; gave receipts
Hansen software, Oracle, Excel, Word, Access
Mac and PC