Customer Service Sales
Resume:
Brittany Reynolds
Dallas, TX 75243
*******************@*****.***
Objective: Seeking a position that will utilize experience in wireless
technical support, world class customer service, administration, account
management, customer service management, networking, and sales.
Office Skills: Windows 95/98/NT/2000/2003/2007/XP/Windows 7, Microsoft
Office, WordPerfect, SAP, Lotus Notes, Microsoft Exchange, 70 WMP, 25,000
key strokes, 10 key by touch, Multi-line phone system, Alphanumeric Data
Entry, Excellent written and oral skills, A/R, A/P, Adobe, Safari
Technical Skills: Wireless troubleshooting and triage assessment, Wireless
routing, ICSS system updates and upgrades, PDA and MIFI programming, Data
transfers via Cellebrite, Mobile Broadband and PDA repair and/or exchange,
PDA and smartphone certified, Citrix, Access, BlackBerry desktop software
certified, C/C++, GSM,EDGE, and CDMA networking, Basic understanding of
HTML & various DBA tools and methodologies, A+
Employment History:
September 2009 - June 2010 Clear Unicorp Dallas Dallas, TX
Sales Manager/Recruiting Director Team Lead
. Training new hire employees to exceed in sales process. Recruiting
of sales team members in Dallas/Ft.Worth Metroplex. Writing
complete and detailed search assignments (client engagement
documents), ensuring an understanding of job duties
responsibilities and business requirements.
. Leveraging between online recruiting resources and in-house ATS to
identify and recruit the very best candidates. Reviewing resumes
and credentials for appropriateness of skills, experience and
knowledge in relation to position requirements.
. Creating and presenting prescreening questions to hiring managers
for collaboration and approval. Create and foster relationships
with colleges and diverse professional organizations to attract and
recruit alumni and diversity candidates. Dealing with customer
complaints regarding sales and service.
. Prepare budgets and approve budget expenditures. Plan and direct
staffing, training, and performance evaluations to develop and
control sales and service programs. Visit franchised dealers to
stimulate interest in establishment or expansion of leasing
programs.
. Confer with potential customers regarding equipment needs and
advise customers on types of equipment to purchase. Oversee
regional and local sales managers and their staffs. Assess
marketing potential of new and existing store locations,
considering statistics and expenditures.
.
July 2008 - August 2009 Sprint Nextel Dallas,
TX
Technician/Wireless Technical Support Analyst
. Maintain, administer, support, troubleshoot, post test and resolve
reported incidents and other requests for all cellular phones,
mobile broadband cards, droid devices, blackberry devices, and
windows mobile devices. This includes Samsung, LG, HTC, Nokia, I-
phones, etc..
. Provide the highest level of support by diagnosing and returning
failed hardware and software to external vendors, utilize RIM
resource kit to isolate individual user problem and escalate any
unresolved issues to RIM within timely manner.
. Responsible for daily servicing and triage of 25 to 30 wireless
devices per day while providing accurate, friendly service to
diverse individuals in a fast-paced customer service environment.
. Meeting sales quotas, achieving CSAT scores, and surpassing goals
as a sales rep.
. Accurately attend to customer needs by educating customers,
decreasing customer retention and developing repeat business
through cross sales/upgrades, employee expert product knowledge and
world class customer service.
. Making sure that all payments in cash machine were deposited with
nightly closing. Counting down all registers nightly.
. Keep abreast of technical aspects of the mobile technology.
Identify opportunities and recommend solutions for improving
service efficiency, effectiveness and cost savings.
June 2007 - February 2008 RGIS Dallas, TX
Inventory Specialist
. Compiles and maintains records of quantity, type, and value of
material, equipment, merchandise, or supplies stocked in
establishment: Counts material, equipment, merchandise, or supplies
in stock and posts totals to inventory records, manually or using
computer. Recording inventory for department stores over the
Dallas, Ft.Worth Metroplex.
June 2005 - June 2007 Client Logic/Sitel Port
Arthur, TX
Technical Support Representative/Help Desk Technician/Technical Support
Coach - Danger & Data Card Department
. Recruited, trained, coached and supported help desk team of 5
technicians and 10 customer service reps. Developed new help desk
technicians including phone training, goal expectations, call
center software overview and company policy.
. Responsible for providing technical support to T-Mobile regarding;
Home Networking, DSL, software, email, login and passwords.
. Actively responded to calls, emails, assigned trouble tickets and
web inquiries and serviced over 100 clients per day. Diagnosed,
resolved, and documented details of wireless service problems as
reported by application programming, operations, end users and
clients.
. Performed root cause analysis on system break points to ensure that
systems were stable and to reduce the probability of future
occurrences. Diagnosed escalated problems related to the specific
wireless product or application.
. Processing payments, refunds, offering alternate payment centers
and credits to customer accounts. Making sure all team members met
national requirements of call center metrics.
June 2003 - December 2004 West Inc.
Beaumont, TX
Customer Service Representative
. Responsible for troubleshooting data devices supported by AT&T.
Efficiently and effectively identified customer's issues and
provided a resolution.
. Assisted with billing, creating tickets and responding to requests
regarding hand-held computers and modules/attachments issues. Also,
dealing with billing issues, account management, making sure
customers had the right plan for the money.
. Performed administrative activities including ordering, tracking
and deployment of mobile devices resulting from end-user requests.
Received and resolved 85 to 100 daily service requests.
Education:
University of North Texas Bachelors of Computer Science
May 2011
Southwestern Christian College Associate of Computer Science
May 2005
References Available Upon Request
Contact this candidate