Customer Service Technical Support

Lauren Apodaca

Email: ********@**********.***

Address:

City: El Paso

State: TX

Zip: 79930

Country: USA

Phone: 915-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented, Resourceful, Customer-service focused, Driven to succeed. Professional background with Sales, C ancellations, Billing and Technical Support for 10 years within the call center industry.

Educational Background:

High School Dipolma from GED, El Paso TX 1/2001 to 3/2000 (GED)

Job History / Details:

Professional Summary

Results-oriented, Resourceful, Customer-service focused, Driven to succeed. Professional background with Sales, Cancellations, Billing and Technical Support for 10 years within the call center industry.

Core Qualifications

Results-oriented

Client-focused

Team leadership

Process implementation

Self-motivated

Conflict resolution proficiency

Dedicated to process improvement

Strong problem solving ability

Troubleshooting skills

Proficient with Microsoft Office Suite

Telemation e-CRM

Adept in automated attendant systems

Exceptional telephone etiquette

Fast learner

Skilled multi-tasker

Knowledgeable in Mac systems

Skilled in HTML, HTTP and IP

Skilled in TCP/IP and WAN

Troubleshooting proficiency

Experience

July 2007 to October 2012

At&t El Paso, TX

Technical Support

Handled Business and Residential Technical Support phones calls for DSL services

Worked as a Lead/Resource to assist agent with help on their calls

Backfilled for Management during leave or training

Mentored new hire classes upon nesting (2 week time frame before hitting the call center floor)

Conducted analysis to address Call Efficiency which led to positive center wide & nationwide results.

Provided onsite training.

Successfully led key projects which resulted in positive center wide & nationwide results.

Effectively controlled the release of proprietary and confidential information for general client lists.

April 2007 to July 2007

G C Services El Paso, TX

Customer Service Representative for G C Services

Provided customer support for Billing and General Inquiries for Houston Reliant Electric.

Disconnection and Reconnection of services.

Assisted customers with in-home reading support.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Properly directed inbound calls in phone queues to improve call flow.

April 2006 to November 2006

West El Paso, TX

Customer Service Representative for West (AT&T/Cingular)

Assisted customers with Billing Inquires, New/Change Orders, and Technical Support for Cell phones.

Demonstrated mastery of customer service call script within specified timeframes.

Provided accurate and appropriate information in response to customer inquiries.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Maintained up-to-date records at all times.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Led the selection and implementation of a new phone system.

Assisted with the development of the call center's operations, quality and training processes.

Properly directed inbound calls in phone queues to improve call flow.

January 2001 to April 2005

EchoStar El Paso, TX

Customer Service Representative for EchoStar (DishNetwork)

Assisted customers with Billing Inquires, New/Change Orders, Cancellations/Reconnection of Service, and Technical Support for HDTV and Dish Satellite positioning.

Advanced Technical Support for HDTV setup

Advanced Billing and Technical Support for Special Split (SBCGlobal)

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion. (Billing Handle Time 8 minutes & Technical Support Handle Time 12 minutes)

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Properly directed inbound calls in phone queues to improve call flow.

Education

2000 GED El Paso, TX

GED GED

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