Customer Service Quality Assurance

Carl Allen Siegel

*** **** ** *** ** Side Door, Stockertown, PA 18083

Cell 610-***-****

********@*****.***

PROFESSIONAL SUMMARY

Professional IT Help Desk Support Specialist who is ambitious, customer service oriented, self

motivated, enthusiastic, detail-oriented, deadline driven with a positive attitude, eager to learn.

Able to support senior level management, specializes de-escalating issues, & well-mannered.

Excellent communication skills as well as strong computer literacy.

COMPUTER SKILLS

Windows XP Pro, Windows 2000, Windows Vista 64, Windows 7, OSX 10.5, Power

Point, Outlook, Blackberry Desktop Manager, iHLR, Samson, Lucent, Remedy, Primus,

Novell GroupWise, Notifylink, TRIS, Outlook Express and Microsoft Word, Excel,

Notepad, Crosslink, Streamline, Facets, Dropbox, Tagscanner, Core FTP LE, VPN

PROFESSIONAL EXPERIENCE

Fourte Music Publishing, Los Angeles Area, CA 09/2010 - Current

CEO: Nicholas Karvon

Contact Number: available upon request only

Assistant / Sales & Marketing / Music Coodinator

• Obtaining contracts as well as confirming they are signed & returned to clients within a

timely manner

• Contacting potential clients & informing them about our services for their programming

• Reviewing music submissions to deliver to clients

• Assisting with daily follow-ups with clients via email & by telephone

• Probing on what is needed by a Music Supervision Department

• Negotiating contract terms with Music Supervision departments

• Meeting daily deadlines for music requests

• Music Coordination for Music Supervisors

• Music Composition for TV and Film

Capital BlueCross, Allentown, PA 10/2008 - 5/2011

Supervisor: Beth Wasiewicz

Contact Number: 610-***-****

Secure Rx Customer Service / Coordination of Benefits / Other Party Liability / Welcome Call

Representative

• Educated callers about the correct process in order to have a claim successfully reprocessed

• Performed address updates through offline requests in the company database

• Contacted COB & OPL Specialists to assist with the reprocessing of claims

• Obtained feedback from customers about products and services

• Provided turnaround times on the reprocessing of claims

• Placed outgoing welcome calls to new customers

Lutron Electronics / Comm-Tech Staffing, Center Valley, PA 05/2007 - 2/2008

Supervisor: Bryan Chorost

Conact Number: 973-***-****

IT Telecom / Help Desk

• Performed account changes such as adding/ removing features for wireless providers

• Assisted with the preparation & updates of daily reports, logs, & training material

• Responsible for inventory of wireless products, accessories, services, & features

• Provided techincal support for Blackberry, Wireless Phone & PDA devices

• Performed Aircard software installation & upgrades on both Mac & PC's

• Blackberry device upgrades

T-mobile Wireless Communications, Allentown, PA 11/2001 - 5/2007

Supervisor: William Mackey

Contact Number: 610-***-****

Quality Assurance / Training Assistant / Technical Support / Customer Service / Floor Support /

Retention Representative

• Provided product knowledge about T-Mobile services, features, & promotions

• Assisted with offline work such as special projects, callbacks to customers, etc.

• Assisted with connecting wireless devices as modems via Bluetooth & USB

• Performed address changes, collection of payments, password resets.

• Provided Technical Support for Blackberry PDA's, etc.

• Assisted in handset exchanges for defective devices

• Assisted with wireless network troubleshooting

• Collecting payments from incoming callers

• De-escalated & retained irate customers

• Focus Group Participant

• Resolved billing issues

EDUCATION

Easton Area High School 1998

ACCREDITATIONS

RIM Blackberry Certification

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