Technical Support Customer Service

Brian Woods

**** *** ***** *****, ********, GA 300**-***-*** 4559 ac0b42@r.postjobfree.com

PROFESSIONAL SUMMARY

Manager - Supervisor - Consultant - Analyst

Results-oriented - Process improvement - Analytical thinker - Team player

Created the data subject matter expert program - Started tech support within the Business Support Center - Drove the Network Repair Bureau partnership - Created a high performing culture

EMPLOYMENT HISTORY

Supervisor - Technical Support, Verizon 2003 - 2017

Alpharetta, GA - Information Technology

Increased customer experience scores by 8%

Reduced outbound tech support transfers by 60%

Promoted 12 employees in 2016

Achieved lowest absenteeism in tech support 2014-2016

Supervisor Tech Support, Teletech 2001 - 2003

Duluth, GA - Customer Service 3rd party vendor

Reduced employee turnover by 15%

Decreased resolution time by 25%

Improved customer satisfaction to 85% (from 79%)

Contract Manager, Bellsouth 2001 - 2001

Atlanta, GA – Telecommunications

Produced reports to show Bellsouth was owed over $2 million from colocation efforts

Achieved project completion in 50% of the allotted time

EDUCATION

Other Masters, Management, University of Phoenix, 2012

Bachelor of Science, Business Finance, University of Phoenix, 2009

CERTIFICATIONS

A+

Net+

Security+

Life Coach

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