Customer Service Technical Support
Resume:
Cathleen McKee
West Columbia, SC 29172
**.*****@*****.***
SUMMARY
Accomplished Technical Support associate with demonstrated expertise in developing customer
loyalty and effective troubleshooting with multiple technologies
QUALIFICATIONS
* 8+ years experience in Customer Service
* 5+ Years in Technical Support and troubleshooting
* 2+ years Supervisory experience
* Experienced user of ALR's, HLR's, MVP's, Crosstalk/SMR, Samson, Remedy, Windows
OS (98 and above), Microsoft office products (Word, Excel, Outlook, ect.), Windows
mobile OS, Blackberry OS, Palm OS, and Android OS.
WORK EXPERIENCE
2008 - 2009
Customer Care/Technical Support
Verizon Wireless
Columbia, SC
Responsibilities included:
*Answer calls and deliver exceptional customer service to build customer satisfaction and
loyalty.
*Troubleshoot technical inquiries specializing in Blackberry troubleshooting and supporting
International Roamers with basics like getting signal and dialing patterns to using their device
as a modem and anything in between.
*File a trouble tickets using Remedy for any issues requiring Engineering intervention.
*Provide effective and timely resolution of a range of customer inquiries.
2008 - 2008
Coordinator
Volt
Columbia, SC
Temporary position at NCR
Responsibilities included:
*Taking inbound calls from technicians to update, escalate, close, and open work orders.
*Assigning work orders and assuring resolution times were met and updated when needed.
2001 - 2007
Customer Care/Technical Support/Advanced Techincal Support Supervisor
T-Mobile
Albuquerque, NM
5/01-4/02 Customer Care Representative
Responsibilities included:
*Deliver world class customer service and build customer satisfaction and loyalty
*Provide effective and timely resolution of a range of customer inquiries
*Strive for one-call resolution of customer issues
*Complete ongoing training to stay abreast of products and services
*Assist customers with basic troubleshooting and functions of their phone.
*Demonstrate best judgment in the disbursement of adjustments and credits
4/02-2/05 Technical Support Representative
Additional responsibilities included:
*Troubleshoot all technical inquiries regarding anything from basics services such as network
coverage and device information to advanced data services and e-mail configurations.
*Utilize all resources tools (i.e. ALR, HLR's and MVP's via Crosstalk/SMR) to troubleshoot and
diagnose customers issue for resolution and filing a trouble ticket for any issues requiring
Engineering intervention.
2/05-12/07 Advanced Technical Support Supervisor
Additional responsibilities include:
*Coach and develop up to 15 Advanced Technical Support Representative
*Ensure Representatives are providing quality interactions as well as complete and accurate
trouble tickets.
*Identify possible training gaps,trends in network or software issues using Remedy.
*Be the point of contact for all Technical related cooperate escalations or VIP accounts.
* Awarded for being in the top 1% of my peer group Nationwide two years in a row.
* Awarded top supervisor in the center 10 months in row.
2001 - 2001
Customer Care Representative
Southwest Personnels
Albuquerque, NM
Temporary Position for Sprint PSC
Responsibilities included:
*Taking approximately 60 inbound calls a day, and assisted customers with a variety of issues.
This included but was not limited to billing and rate plan questions, payments, and service
issues
EDUCATION
2000 TVI
Albuquerque, NM
GED
2009 Pima
Columbia, SC
A+ Certification
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