Customer Service Quality Control
Resume:
R. Scott Clark
******@*****.***
Arlington, TX 76013
Objective
To use my strong technical and customer service skills to provide outstanding customer
support.
Technical skills
• Computer connectivity and home networking including DSL and FTTP systems
• Installation and removal of hardware and software
• Configuration of email clients such as Outlook, Outlook express, and Thunderbird
• Remote screen sharing applications such as Go To assist
• Detailed ticket management using Remedy, Clarify, and CAD
• Advanced knowledge of Windows XP, XP Pro, and 7 operating systems
Customer Support Qualifications
• Advanced customer care
• De-escalation of customer issues
• Detailed documentation of customer ticket support
• Product education that is end user friendly
• Ownership and resolution of chronic customer care
• Multi-line phone systems
• Excellent written and verbal communication skills
• Proven team leader / player
Related professional History
11/2009- 9/2010 Pinnacle 214-***-**** Dallas, Tx
Tier II contractor for AT&T resolves advanced issues beyond Tier I scope of support
and Provides superior customer service for AT&T Uverse members.
• Frequent Dispatch Resolution Team resolving chronic issues
• Quality control for dispatched issues
• Basic and advanced trouble shooting of home networks and the AT&T backbone
• Customer service duties including sales, credits, and de-escalation of irate
customers
5/2007 – 8/2008 TelVista 1-800-***-**** Irving, Tx
TSET department ensures quality control, chronic issue resolution., appointment
management via ‘Outlook’.
• Head of supervisor escalations team (TSET)
• Performed escalated service interventions including resolution of executive
management appeals.
• Trained new TSET agents
• Advanced troubleshooting of Verizon DSL and FIOS technologies.
• Ownership and resolve of chronic service issues including residential and
commercial networking
• Detailed ticket management
7/2004 - 8/2006 Jostens Photography 972-***-**** Plano, Tx
Lead Photographer
Software
Microsoft Windows XP, XP pro, Vista, Win 7, Outlook, Outlook express, Thunderbird,
Excel, Word, Go to Assist, Remedy ticket system, CAD ticket system.
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