Customer Service Training
Resume:
David Gelpin
Bessemer, AL *****
abnb86@r.postjobfree.com
Objective
Maintain a rewarding career with a steady growth, while contributing to my company by
sharing and utilizing my valuable experience, technical skills and knowledge of consumer
relations.
Professional Background
2010-2012
Dialer Operations Administrator with some of the following responsibilities:
Maintain varied penetration levels for the entire collections department, dependent upon
the departmental needs utilizing the Noble Dialer system.
Update and manage the Noble Workforce Management System as well as maintain the
Witness Monitoring system and resolve any issues relating to Witness.
Resolve any PC related issues locally as well as work closely with the helpdesk, telecom
and desktop services to resolve any issues beyond my level of administration.
Work with the training department to train new hires on the Noble Dialer system and
create job aides in regards to the Noble Dialer system as well.
2009-2010
Worked as a Technical Support/Customer Care Specialist for SiTEL
Birmingham with some of the following responsibilities:
Manage the day-to-day operations of a team of 12 or more representatives while handling
customer inquiries and resolving issues.
Ensure that the client and corporate service, quality, financial, metric and associate
satisfaction goals within the site are met.
Provide leadership, management, training and development to associates on a daily basis.
Provide feedback on a weekly basis based on representative performance and create
action plans if needed.
Facilitated weekly training on company policies and procedures and maintain product
knowledge as well as customer service skills.
2008 - 2009
Worked as a Service Delivery Supervisor for TeleTech Birmingham with some of the
following responsibilities:
Coached, evaluated, developed, and assisted agents concerning customer service skills
and product related knowledge.
Facilitated training on new and revised information relating to the services, products and
processes.
Provided weekly feedback and performance improvement discussions with associates
based on performance goals.
Manage the day-to-day operations of a team of 20 or more representatives while handling
customer inquiries and issues.
2005- 2008
Worked as a Technical Customer support Specialist for SouthernLINC
Wireless Birmingham with some of the following responsibilities:
Co-facilitated monthly training for all departments
Maintained a working relationship between the Activations, Collections, Dedicated
Services and Customer service departments.
Utilized effective troubleshooting, billing and customer relations skills in handling
various customer concerns.
Utilized extensive knowledge of Motorola iDEN, Blackberry, CDMA and GSM
technologies, equipment and service plans on a daily basis.
2004 – 2005
Worked as a Service Delivery Supervisor for TeleTech Birmingham with some of the
following responsibilities:
Assisted customers with troubleshooting and resolving issues regarding but, not limited
to, DSL, Dial-Up, Windows OS (3.1-XP), Microsoft Outlook, Outlook
Express and Internet Explorer.
Handled inbound and outbound calls in a 24-hour call center environment and
communicated with other departments for technical dispatch and order placement as
needed.
Created and processed claims for Hurricane Katrina victims, while also performing
supervisory and management duties.
Qualifications and Skills
Extensive knowledge of the Witness Monitoring system and the Noble predictive dialer
as well as basic knowledge of the Remedy Ticketing system.
Solid background in customer service, training and technical troubleshooting.
The ability to coordinate the efforts of many to meet single organizational goals.
Productive and efficient work habits without supervision.
Ability to effectively interact with diverse groups of people while exemplifying
excellence.
Proficient with Microsoft Office Suite including Excel, all versions of Outlook, Power
Point and Word.
Proficient with all Windows Operating Systems including DOS, Vista and 7.
Extensive knowledge of Google apps and services and Android operating systems.
Extensive knowledge of CDMA, GSM and iDEN cellular technology.
Extensive knowledge of all versions of Internet Explorer, DSL (PPPoE and
DHCP), computer networking and internet connectivity troubleshooting.
Extensive knowledge of MiBAS, Bill Matrix, Intellistor, and ACSS billing applications,
as well as basic knowledge of Remedy ticketing system, Veropa, Clarify, Oracle and
EzLinc.
Extensive knowledge of Qfiniti monitoring system, Kronos Timekeeping, Total
View/IEX and scheduling system
Educational Background
2008- Present Lawson State Community College Birmingham
Computer Science, A+ certification courses covering PC troubleshooting, hardware
repair, hardware installation, computer networking, network security and software
installation.
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