Customer Service Tech Support

Objective

To obtain a position to challenge my analytical and customer service skills.

Profile

I am a motivated, responsible and creative individual. I work well by myself or in groups. I’m a very quick learner and can learn any job well enough to train others.

Skills Summary

Project Management

Report Preparation

Training

Computer Savvy

Customer Service

Marketing & Sales

Professional Presentations

General Office Skills

Professional Experience

QUALITY CONTROL ANALYST

Observed and reported on recorded and live observations of inbound customer support calls to ensure that they fit into the parameters mandated by the company.

Identified individual representative’s areas of strengths and weaknesses and developed an action plan to help them gain their full potential.

Designed and created reports to present to our parent company.

Trained new employees on proper procedures and needed customer service skills.

As field practices changed, I was tasked to train employees to understand and implement the new changes.

TECH SUPPORT

Received inbound customer service calls, where I listened to and interpreted customer issues. I then worked with them to resolve their issues in the most efficient way.

Second tier support:

oWas responsible for providing second tier support to the entire floor.

oIf a customer could not get an issue resolved through the first tier support it was my responsibility to understand their issue and work toward a resolution.

CUSTOMER SUPPORT

PRESIDENTIAL APPEALS – if an issue was escalated to the CEO’s office, it was my job to work with the customer and other departments, as needed, to see that the issue was resolved.

TEAM LEAD

oResponsible for team reports

oIf a customer service issue was escalated, I was responsible for taking calls as the supervisor and resolving the problem.

oInterdepartmental and governmental agency cooperation, planning and communication.

Employment History

Out Of This World Pinata – Self Employed – Present

Walmart – Customer resolution specialist 2018-Present

Amazon – Fulfilment associate 2016-2017

Telenetwork – DSL inbound technical support 2012 – 2013

Verizon – Fiber Support Analyst 2005 - 2010

Telvista - Quality Control Analyst – Grapevine TX 2000-2005

Technical support Specialist – National Tech Team 1997-2000

UPS – Airplane Load Planner 1994-1997

Education

UNIVERSITY OF NORTH TEXAS – Denton, TX

Working of my bachelor’s degree in Liberal Arts. Currently need only 12 more credit hours

HIGH SCHOOL FOR FINANCE AND COMMUNICATION AT POLY – Ft. Worth, TX

Community Service

Worked with children in various forms (Sunday School Teacher, Kids church) for over 20 years.

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