Customer Service Technical Support
Resume:
Eddie V Craig Sr
Fort Worth Tx 76140
*******.**@*****.***
CAREER OVERVIEW
Background includes Mentoring, Coaching, Customer Support, Technical Support and Team Building/Leadership, Fraud Investigator with experience as a Customer service supervisor, Customer care supervision, Fraud Compliance and Unauthorized Access Experience handling highly confidential and private information while working in a fast pace environment with demanding and changing responsibilities.
CORE STRENGTHS
Strong organizational skills
Active listening
Seasoned in conflict resolution
Sharp problem solver
Courteous demeanor
Customer service expert
High Customer Standards
Customer service management experience
Proficient in customer service account software
Telecommunication Skills
Telecommunication Knowledge
ACCOMPLISHMENTS
Customer Assistance
Work with company systems such as Live Support diligently complete all assigned tasks.
Customer Service
Researched, calmed an rapidly resolved client conflicts to prevent loss of key accounts sales.
Sales
Consistently generated additional revenue through skilled techniques.
Product Sales
Crossed-sold services at a rate of 30%, upgrading customer to different plans and product packages.
EXPERIENCE
06/2015 - 04/28/2017
Call Center Plus, Fort Worth TX
Inbound calls, processing short term loans, scheduling pay offs, processing payments.
Outbound calls, follow up calls to customer who submitted loan applications over the internet, customer service, resolving customer conflicts.
QUALITY CONTROL TECH; monitoring, grading calls of CSR & supervisor to ensure calls meet company's criteria
10/2008 - 4/2014 Sprint, Fort Worth TX
Tier I Technical support for cellular devices problem solving resolution for consumers.
Tier II Advance Technical support/trouble shooting, problem solving resolution for consumers
Tier III trouble shooting problem solving for all devices offered by Sprint Corp (Blackberry, Android, Mobil Broadband, Computers, Tablet & Airave signal boosters) emphasis on resolution for consumers and businesses.
Warranty Replacement: Decision making process to replace product when all avenues of troubleshooting has been exhausted.
Customer service: emphasis on assisting customer with billing inquires, selecting best cellular plans that fit the needs of consumers and businesses.
02/1999 – 5/2007 RadioShack Corporation, Fort Worth, TX
Call Center Supervisor
• Mentoring and coaching agents in a call center.
• Responsible for monitoring calls to ensure adherence to service level standards.
• Prepare and deliver performance evaluations.
• Continuously evaluating processes to ensure efficiency and eliminate non-value added steps and tasks
• Supervised the corporate switchboard operators, ensuring that calls were answered in a timely manner and routed to the correct areas of the company.
• Responsible for creating and maintaining written procedures and standards for every departmental task.
• Field and address all customer complaints from the CEO’s voice mail.
• Research hard to find products
• Assist customers and agents with product knowledge
• Responsible for supervising correspondence team and ensuring quality on all outgoing communication.
• Accommodate different fraud strategies and operational requirements for multiple portfolios and product lines.
• Internet Fraud Team was instrumental in saving the corporation $5 million dollar per year
Software Packages:
• Microsoft Word
• Microsoft Excel
• Microsoft Windows
• Microsoft Outlook
• Microsoft Internet Explorer
• Microsoft PowerPoint
• Microsoft Access
• Microsoft Project
• Message Manager
• Blue Pumpkin Workforce Management System
Education:
Tarrant County College
Miscellaneous:
United States Air Force Veteran
RadioShack Employee of the year
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