Customer Service Representative
Resume:
CHRIS CRUMPTON
Winston-Salem, NC 27104
**********@*****.***
EDUCATION North Carolina State University
Bachelor of Arts in Communication, December 1994
Key Courses: Interpersonal Communication
Persuasion Theory
EXPERIENCE Manpower Professional March 2009-June 2010
Contractor for the Qualcomm Tier I Technical Support team.
Was responsible for accurate initial data gathering and
troubleshooting on computerized data recording, messaging
and logging systems used in commercial trucking. Used
online databases and tools to drive one-call resolution in
a prompt and professional manner. Correctly documented each
call with an electronic case to ensure accountability.
Exceeded customer expectations and improve service at every
opportunity.
Verizon Business April 2007-November 2008
Telecommunications Technician. Was responsible for
troubleshooting domestic data circuits using online
database tools. Performed initial circuit testing,
interpreted results correctly and determined the proper
path to repair the issue as rapidly as possible. Maintained
contact with the customer at regular intervals, in a timely
and professional manner. Ensured timely updates of
electronic customer tickets. Was accountable for
consistently improving performance and customer relations,
and providing the customer with the best possible
experience.
Verizon Business August 1997-April
2007
Technical Support Technician II. Customer liaison for Verizon Business'
highest tier customer service group, serving the company's largest global
corporate customers. Drove customer service inquiries to resolution as
rapidly as possible, through domestic and international network support.
Ensured timely updates of electronic customer tickets. Was continually
responsible for one-call resolution, improving performance and customer
relations, and delivering the best possible customer experience.
Airborne Express Freight Corporation March 1995-
June 1997
On-site Customer Service Representative for IBM. Responsibilities included
being exclusive direct liaison between Airborne Express and IBM for daily
shipping operations at IBM's sole North American personal computer
manufacturing plant. Improved performance compliance to 99%+. Conducted
regular account performance meetings with IBM and Airborne Express senior
management. Was continually responsible for improving performance and
customer relations, and maintaining a high standard of professionalism.
COMPUTER Microsoft Windows XP, Microsoft Office, mainframe applications,
EXPERIENCE web-based support databases and tools, and GUI applications.
AWARDS/ Awards and recognitions are available upon request.
RECOGNITION
REFERENCES Excellent references are available upon request.
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