Customer Service Sales

Troy E. Williams

**** ******* ***

Snellville, GA 30078-3002

Contact #: 678-***-****

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

Summary

A management position which will utilize my knowledge and skills in the

computer and customer services fields and provide an environment for

continued professional growth

. Over 6+ years of mobile wireless, customer service and IT

technical experience using Windows software

. Extensive experience within the wireless phone industry with all

three major carriers; T-Mobile, Verizon, and Sprint/Nextel

. Expert knowledge on handsets from various manufacturers

. Proven ability to handle multiple projects simultaneously and

effectively

analyze problems and provide strategies for quick resolution

. Extensive training and product knowledge of Second and Third

Generation wireless products and wireless data

. Effectively manage a large number of people with productive

results

Education History

Dekalb Technical College

Clarkston, GA

Technical Diploma in Computer Operations (06/1997)

Currently enrolled at Liberty University Online

Pursuing a Bachelors in Business Systems with a concentration in Data

Networking

Employment History

Manheim

Atlanta, GA

Customer Care Coordinator

11/2012 to 7/2013

- Supported end-users with Manheim.com and OVE.com issues

- Assisted end-users with online payments via "myAccounts"

- Made outbound courtesy soft collection calls

- Assisted end-users with the AS 400 system

- Maintained the incoming calls in the Vicki ticketing system

DS Water

Atlanta, GA

Key Customer Care Representative

04/2012 to 09/2012

- Took incoming calls from key accounts generating $10,000 of revenue of

greater

- Placed product orders for customers

- Provided billing assistance to customers

- Took payments

- Responded to email request

Convergent

Atlanta, GA

Supervisor

04/2009 to 04/2012

Promoted to the Sprint At-Home project in the capacity of supervisor

Duties include:

- Scheduling

- Agent Payroll

- Hiring

- Assisting with escalated issues

- Assisting agents with meeting set forth monthly goals and becoming

bonus eligible and assisting them with reaching their maximum customer

service potential

- Exceed monthly management standards set forth to reach the maximum

bonus payout

- Performed billing analysis with customers to better help them

understand their bills

Was a member of the Qwest Escalations team responsible for assisting reps

with escalated customer issues as well as, take incoming Qwest calls

- Met set monthly collection, average handle time, quality, and

utilization goals

- Assure that duplicate bill request are done in a timely manner

- Mentor customer service agents with accounts to show how to better

handle irate customers and try to provide leadership when needed for

the other agents

Healthport

Alpharetta, GA

Helpdesk Technician

04/2008 to 12/2008

- Responsible for taking incoming calls and troubleshooting and documenting

hardware issues of end users in Hardcat ticketing system

- Assist users with Smartlink, document scanning and transmission software,

with manual transmissions and installations

- Order new hardware for malfunctioning hardware

Intelliteach

Atlanta, GA

Helpdesk Analyst

06/2007 to 03/2008

- Responsible for taking incoming calls and troubleshooting and documenting

hardware issues of end users in IQ Track ticketing system and escalating to

the appropriate second tier support group

- Assisted legal secretaries and lawyers with formatting documents in MS

Word

-Remoted on to users' computers via VPN, Dame Ware, Citrix applications and

changing computer settings per their request

- Used Imanage, and Hummingbird document management systems to assist users

with storing and maintaining their documents

Quest Financial/Advito Hotel Consulting

Atlanta, GA

Data Quality Control Administrator

11/2006 to 03/2007

- Assisted with a project to monitor and maintain data in an effort to

obtain data consistency across multiple data sources

- Updated conversion tables, researched and validated information via

internet, audited data; applied data updates and edited data

Sprint/Nextel

Atlanta, GA

Indirect Sales Assistant

Business Sales Support Representative

Technical Support Representative

08/1999 to 09/2006

- Strengthen and maintain relationships with sales makers, sales managers,

district managers, and regional presidents to promote higher selling of

Sprint/Nextel products

- Manage marketing needs of indirect sales team

- Organized corporate events within a predetermined budget

- Conducted training on Sprint/Nextel products and services to 3rd part

employees

- Establish and ensure the expectations of Sprint quality and support, the

performance for voice and data application services in large Corporate

Business Accounts

- Act as the company key customer interface providing consultative support

for voice and data applications within the account

- Performed wireless data analysis by providing cost and usage information

and provided comparisons of other wireless provider costs

- Knowledge of Sprint PCS Business products/services and the customer's

environment in order to provide the level of service as well as making

recommendations for future upgrades, enhancements, and reconfiguration of

customer's products and services

- Preparation, balancing and consolidation of retail store till. Running

closing sales report and prepare bank deposit

- Provide customer assistance with billing, service and handset issues

- Troubleshooting handsets through the use of HP Tester. Performing

software and PRL upgrades as needed

-Store inventory management

Bass Hotel & Resorts/Tek Systems

Atlanta, GA

Y2K Help Desk Representative

- Troubleshoot front-end users for Y2K issues

- Walked end users through installation of YK2 patches on computer

mainframes

Hardware:

IBM compatible desktops

Software:

Operating System:

-AS 400

-Oracle

- Windows '95, '98, '00, XP Packages

-Microsoft Office Suite

-ticketing systems

IQ Track

Document Management Software

Hummingbird and Imanage

Contact this candidate