Customer Service Manager

Objective

I am a positive, hard working, military veteran spouse and team player, who always enjoys learning new and exciting ways that I can add value while serving in the mission of the Organization.

Certifications

CCNA-Route and Switch

CCNA- Security

Professional Experience Summary

I was afforded the opportunity to help implement a new T1 fiber optic network infrastructure to the Vienna High School campus. While working on that project, I was exposed to working with ‘real world’ Network Appliances such as Routers, Switches, and Modems. After my teams’ initial work was reviewed and analyzed, we found that our deployment resulted in a much more efficient network infrastructure on campus. Specifically, with connection speeds for wired and wireless internet on the campus LAN/WAN yielding a 300% boost in overall speed and performance.

In my time with Direct TV, I installed provider services on site as an independent contractor. While in that role, I also consistently exceeded the expectations set forth by the company and of clients. I regularly excelled amongst my peers in our customer service interaction feedback and reviews. While working in this position I was often dispatched to more challenging service calls, due to the customer’s experience with the previous contractors and the way it impacted their view of the services provided by Direct TV. That said, I was able to turn the experience around and keep the customer’s business. It was a direct reflection of the professionalism and pride I take in my work. I always kept my customers updated on my progress with the job, and looked for other ways that I could go above and beyond to win them back to Direct TV.

I am currently with AT&T advancing my growth and exposure to the IT industry, in ways that apply specifically to networking. Here, I am able to practically apply the logic and methodologies from the CCNA certification courses I’ve been through and I often find myself being reached out to by my colleagues for help with troubleshooting newly connected network appliances. I’ve found that my training from those courses, have help me to quickly determine the source of the issue. Whether it’s just an on premise issue, an issue with networking lines in the neighborhood, or even an issue with the order in the back office at AT&T. This has helped my team to become one of the highest quality ranking teams in San Antonio.

I still make sure to take the time to fully explain everything that I have done and always try to ask probing questions to ensure that there is nothing more that I can help the customer with. Then as a sign of good faith, I leave my direct work number so that if they have any questions in the future, the customer feels like all they need to do is reach out. This honest and upfront approach to my customers is always greatly appreciated and they often ask for my manager’s phone number so that they can call to tell him about their experience with me. I have used these experiences many times to coach my fellow technicians and improve our overall customer satisfaction scores greatly.

Work History

Installation Technician

AT&T, San Antonio, Texas – August 2015- Present

Responsible for wiring homes and businesses for AT&T Internet, TV, and Phone installations using IP DSL, IP VDSL, and Fiber Optic delivery methods. Build Ethernet networks at customer premises in order to deliver the best WIFI coverage available. Perform wiring tests, and repair or replace wiring, in order to ensure excellent service. Uses excellent customer service skills to be able to explain the features of the system to be installed, then suggest and sell the customer on better plans for them personally. Extremely self-reliant and able to manage time and appointments with ease. Able to scale ladders/poles as well as easily lift and carry 100+ pounds. Expanded knowledge of electronics, computers, software and network connectivity. Cable/direct access TV industry and formal electronics training.

Installation Technician

Direct TV, San Antonio, Texas – February 2015 – August 2015

Responsible for wiring homes and businesses for Direct TV installation. Extremely self-reliant and able to manage time and appointments with ease. Able to scale ladders/poles as well as easily lift and carry 100+ pounds. Expanded knowledge of electronics, computers, software and network connectivity. Cable/direct access TV industry and formal electronics training. Regularly assembled and placed satellite dishes.

Crew Lead

TruGreen Lawncare, San Antonio, Texas - July 2014 – January 2015

Led/supervised landscaping crews of up to six members. Maintained commercial property landscaping, following city and company rules and regulations. Responsible for time management and equipment maintenance while on job. Inspected completed projects to ensure quality standards are upheld.

Owner Operator

Grounds Works Lawn Care and Landscaping, Paducah, Kentucky/Wichita Falls, Texas

March 2000-November 2012

Performed business bookkeeping and finance management duties. Prepared job estimates for any potential customers. Discussed work plans, providing recommendations and advice about work to be done. Scheduled daily work for crew, dependent upon weather conditions, work priorities, and availability of equipment and labor. Inspected any completed projects to ensure that the work was completed correctly, ensuring that no new problems had arisen. Developed rules and regulations to be followed while on the clock to maximize efficiency, and increase safety for crew members, home owners and their property. Taught laborers how to properly maintain landscaping, transplant and prune trees and shrubs, correctly mow a lawn, and even how to care for turf once it was established. Ensured that deadlines are met in a timely manner.

Assistant Production Manager

Toyota of Escondido’s Collision Center, Escondido, California - September 2007-August 2008

Worked at the collision center, decreased the workload on the manager of the collision center by 50%. Assigned work based on priority, quantity of supplies, availability of equipment and personnel. Monitored how quickly work was going through the shop and made adjustments to speed up production. Monitored tool and part inventories and ordered new stock when needed. Ensured safe working conditions throughout the work environment while monitoring employees work levels and safety standards. Ensured that vehicles were correctly finished before leaving throughout the day.

Customer Service Associate

Harrah’s Casino, Metropolis, Illinois - December 2001-September 2002

Worked at a computer 95% of the time, selling between 20 and 40 memberships daily. Provided professional attitude and great work ethic to team. Contacted customers by telephone or in person to provide information about products or services, cancel accounts, or obtain details of complaints. Kept records of customer interactions and/or transactions, recording details of inquiries, complaints or comments, as well as actions taken. Resolved customer service complaints by giving complimentary coupons good for items ranging from snacks to hotel stays depending on the severity and authenticity of the complaint. Referred any unresolved customer grievances to upper level management for further investigation and actions.

Assistant Manager

Dirt Works Excavating, Paducah, Kentucky – May 1997- August 2007

Provided basic labor leveling ditches and driveways. Advanced to operating equipment such as backhoes and skid loaders to perform such activities as backfilling excavations, making new excavations, and loading trucks. Drove and hauled dirt and gravel in dump truck. Progressed to become the Assistant Manager supervised employees on job sites. Inspected equipment daily prior to use. Lubricated, adjusted, and repaired equipment if needed. Utilized the equipment to move materials around the job site. Operated laser transits to measure the grade of excavation sites, or grade stakes, as well as hand signals with allowable differences of less than inch at times. Received most instruction verbally through the owner of the business, on occasion would receive detailed digging plans or site evaluations that had to be familiarized with quickly in order to direct labor on the site.

Education

Infosec Institute (August 2014)

Cisco CCNA Certifications - (ID# CSCO12439448)

Shawnee Community College (99-00)

Cisco Computer Networking

Vienna High School (June 2000)

High School Diploma

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