Tajah Bilal
@tajahbilal
Customer service specialist driving process improvement and escalation resolution.
United StatesWhat I'm looking for
I am a dedicated customer service specialist with a strong track record in escalated support, dispatcher coordination, and process improvement across telecommunications operations. I consistently meet performance benchmarks, maintain high metrics (90% OTA), and supported my center's national rank improvement from #7 to #3.
I lead cross-functional initiatives such as Lead/Supervisor Collaboration and De-escalation Standardization Training, and I've completed leadership development and UX/UI coursework while supporting technicians, managing work orders, and maintaining critical operational databases.
Experience
Work history, roles, and key accomplishments
Dispatcher
Globe Communications
Nov 2024 - Present (11 months)
Dispatches jobs to technicians based on time, distance and skill set, maintains databases, and communicates with employees, contractors and vendors to support departmental projects and workflows.
CCRegional Support Center Rep III
Charter Communications
Apr 2023 - Nov 2023 (7 months)
Supported technicians and customers by distributing work orders, resolving Escalate to Dispatch tickets, and improving center OTA metrics, contributing to a rise in national ranking from #7 to #3.
CCCustomer Service Rep
Charter Communications
Nov 2020 - Dec 2021 (1 year 1 month)
Met performance benchmarks for handle time, first call resolution and adherence while activating accounts, processing payments, and de-escalating customer concerns to prevent truck rolls.
Education
Degrees, certifications, and relevant coursework
Charter Communications - Leadership Development Program
Certificate, Leadership Development
2022 - 2023
Participated in a Leadership Development Program focusing on supervisory tools, leadership capital, and emotional intelligence.
Chegg (UX/UI Software Design Certificate)
Certificate, UX/UI Software Design
Completed a UX/UI Software Design Certificate program.
LULouisiana State University
Project Management
Project Management (pending) studies at Louisiana State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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