I am a video repair lead at Spectrum in Kansas City and assist customers with a variety of technical and billing issues. As lead, I answer questions agents have, coach on how to fix customer-reported problems, work escalation tickets, help lead team meetings, and take supervisor calls. I worked in Internet and digital phone support for Time Warner Cable before becoming a video repair lead. Time Warner Cable was sold and became Spectrum in 2016.I thrive on using my communications and technical experiences to help our customers.Prior to joining Time Warner Cable, I helped clients build Web sites and begin online businesses through my position at National Marketing Resources. I taught clients how to advertise their businesses via social media sites, pay per click advertising campaigns, article marketing strategies, and many other techniques. On average, I taught 50-60 clients per week.Before National Marketing, I worked at YouthFriends, a non-profit, school-based mentoring organization. I provided writing, Web design and organizational support.Before joining YouthFriends, I worked for the American College of Clinical Pharmacy, a non-profit, membership association for pharmacists. During my years at ACCP, I served as an educational coordinator on the organization’s meeting planning team, worked as an editorial assistant and, for three years, served as the company’s desktop publisher. Before working at ACCP, I was the news editor for the Cameron, Mo., newspaper.Specialties: I am adept at many computer programs and have experience writing, editing, managing projects, working with customers, and designing publications and Web sites. I am skilled at de-escalating upset customers, as well.