Customer Service Technical Support
Resume:
Richard D. Allen
**** * ******** *** #** Fayetteville, AR 72703
*******.*.*****@*****.***
Qualifications Overview
• Highly personable Trainer with design experience
• Lead trainer for Nokia Series 60 GSM product line in Tampa contact
center
• Lead trainer for entire Nokia CDMA product line globally in San Diego,
CA
• Customer Service oriented
• Over 7 years experience in call center environment
• Experience with call center information management, production and
operations
• Talent for identifying customer needs and presenting appropriate company
product and service offerings
• Demonstrate ability to gain customer trust and provide exceptional
follow-up, leading to customer loyalty
• Design and implement reporting procedures that reduce labor costs and
improve customer-satisfaction ratings
• Build solutions to resolve escalated customer service issues
Skilled in data evaluation
• Proficient with Microsoft Office* System, Siebel (inquiry tracking tool)
and Lotus Notes DB
Professional Experience
SourceGas – Fayetteville, AR 12/09 to 03/10
Call Center Representative
Fielded inbound calls related to activation of new service, terminating service, transferring service.
Dispatched field repairs to broken gas appliances in the home.
Notified emergency standby crews of emergency situations in the home regarding gas leaks, etc.
Walmart - Fayetteville, AR 05/09 to 12/09
Optical Lab
- Bond backing to lenses not yet buffed to the proper prescription. This
backing holds the lens in place through the process to obtain the
prescription required.
IBM - Bentonville, AR 06/08 to 11/08
IT Support
Provide support for IBM Blade Servers for Wal-Mart stores
internationally.
- Respond to trouble tickets that are automatically generated by the
servers in Wal-Mart stores.
- Contact Wal-Mart stores to assist in simple fixes walking store personnel
through minor corrections with the blade hardware.
Hanna’s Candles - Fayetteville, AR 05/08 to 07/08
Lab Technician
- Created product prototypes and measured product performance. Duties
included:
- Created multiple blends of candles based on different variations of wax
type content, wick type, size and fragrance.
- Trained to create air fresheners using a specific manufacturing process,
in order to achieve the desired company goals.
- Provided new product ideas to sales and marketing.
- Reduced errors in production lines by implementing new process for
performance measurement of prototypes.
Verizon - Tampa, FL 02/07 to 11/07
VPSC MCO Generalist
- Repair and maintenance information related to T1, T2, T3, OC12, OC14 and
OC48 repair status. Duties include:
- Ticket creation for customers who note downed circuits via Verizon’s
proprietary ticketing system (vRepair).
- Relay repair status to inquiring customers via Verizon’s proprietary
ticketing system (vRepair).
- Perform escalation requests regarding lagging ticket repairs via
- Verizon’s proprietary ticketing system (vRepair), VETS, Lotus Notes &
Lotus Sametime Connect.
- Perform outbound service calls for special needs customers in order to
forge and solidify trusting and reliable relationships.
- Verify customer’s circuit id in AAIS for accuracy in trouble creation.
Bank of America - Tampa, FL 10/06 to 02/07
Electronic Claims Specialist
- Handle high-volume inbound calls related to merchant disputes on behalf
of customers, in cases where debit cards are used to complete the
transaction. Duties include:
- Validate claims and submit claim for consideration to investigators.
Relay disputed transaction updates to customers.
Nokia Mobile Phones Inc. - San Diego, CA and Tampa, FL
01/99 to 8/05
Product Support Manager
Recruited to serve as the CDMA Product Support Expert for Nokia’s
worldwide contact centers located in North America, Asia/Pacific, Latin
America and China. Duties included:
- Required to acquire and deliver training based product information for
all skill levels global contact centers for my 4 regions.
- Created all training and testing materials regarding product knowledge
for this line of products.
- Established information based service channels for contact centers.
- Strengthened relationships with Nokia’s worldwide contact centers to
insure consistent and quality reference materials were supplied via
various mediums (i.e. online media, face to face delivery, etc).
- Improved customer satisfaction ratings through suggestion, development
and implementation of new reporting procedures.
- Created, distributed and delivered new product training materials
worldwide in blended learning formats.
- Developed and implemented product-awareness programs.
- Enhanced employee performance and attendance through weekly and monthly
meetings, one-on-one discussions and motivational strategies with all
service areas.
- Daily interaction with the User Guidance group and Programs team, in
order to reduce or eliminate issues that were noticed through monthly
complaint reporting received from contact centers.
Level 3 Technical Support Representative
Supported Nokia’s highest level of technical product inquiries submitted
by internal and external customers. Duties included:
- Lead trainer for the Series 60 GSM product line for the entire Tampa
contact center.
- Created all training and testing materials regarding product knowledge
for this line of products.
- PC Connectivity for synchronization and PC Connectivity for modem usage.
- Provide technical product training to the contact center employees.
- Prepared weekly reports for management and other departments within
organization.
- Maintained relationships with individuals in Nokia Programs in order to
receive up to the minute accurate information in order to relay the
information to customers and/or other internal departments.
- Answering inbound customer inquires was not main responsibility. Focus
was to mentor level 1- 2 product support representatives and trainers.
- Received Customer Service Award for outstanding track record of positive
customer feedback.
- Received Helping Hands Award for logging the most United Way volunteer
hours in the month of Jan 04.
Additional job titles include:
(Information available upon request)
Level 2 Technical Support Representative
Technical Support Representative
Education
University of Phoenix - Saint Petersburg, FL
Contact this candidate