Customer Service Technical Support

Melissa Sipes

**************@*****.***

Addison TX, 75001

I am highly motivated to find a company I can pursue a career with. I have both technical and professional experiences

that set me apart from my peers. My technical abilities are not limited but include Microsoft Office, Excel, Word,

Outlook, Power Point, Remedy ticketing, Parachure ticketing, Symantec, Airwatch, ICloud, Mobile Iron as well as a

strong background in Mac OS X. I also have experience with AS400, Remedy, TS-Pad, Symantec and Equator. I am

also use to working under pressure and held to strict guidelines and deadlines. Managing my-self and others is also

something I am very familiar with. I love being faced with challenges and thinking outside the box for a resolution.

PROFESSIONAL EXPERIENCE

Enterprise Mobile ~ Plano, TX

February 2013- October 2013

Technical Support Representative

• Using remote diagnostics, troubleshooting, and analysis for resolution of support issues for IPhone, IPad and

Android devices.

• Followed established process and procedures to provide support to customers via all contracted channels

(phone, email, chat &/or fax).

• Worked effectively with other management and customers to quickly address problems as they arise.

• Maintained a high degree of technical knowledge relating to supported products.

• Properly logged all information into the problem management system.

• Escalated issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to

original expectations in accordance with procedural guidelines.

• Contributed to authoring, reviews, and updates of Knowledge Management repositories.

• Contributed to ongoing Quality Improvement initiatives.

• Represented Enterprise Mobile in a professional and businesslike manner and communicate effectively with

customers and other team members.

• Performed other related tasks, as assigned.

JC Penney – Plano, TX

October 2012- January 2013~ Temporary Contract/Contract ended

IT Service Desk

• Troubleshot incoming calls from retail locations for iPod, iPad, and scanners for network and various other

issues.

• Used Remedy for ticket processing as well as Symantec for mobile device management alongside using

Timbuktu for remote desktop and TSPAD for server access.

• Escalated tickets when necessary to correct departments or higher level queues as well as depot broken

devices.

• Resolved tickets from Level 1 queue, Network support, and Scanner queues.

Advantix Solutions ~ Richardson, TX

July 2012-September 2012~Temporary Contract/Contract ended

Support Queue Member

• Ordered new equipment for users such as new activations, upgrades or warranty exchanges.

• Troubleshot corporate enterprise devices with the cellular provider such as Apple IPhone, Blackberry,

Android, and Windows mobile devices.

• Ensured corporate users had the most minimum amount of downtime should their devices need to be

replaced.

• Managed Blackberry Enterprise Server for multiple clients.

• Configured corporate emails on a variety of Smartphone’s including Apple iOS, Android, and Blackberry

Operating Systems.

CrossMark ~ Plano, TX

March 2012- July 2012 ~ Temporary Contract/Contract ended

Receptionist

• Answered incoming calls and routed them to correct personnel

• Greeted visitors and welcomed to conference rooms

• Accepted mail deliveries and notified recipient upon arrival.

REDC Solutions ~ Plano, TX

January 2012- February 2012 ~Temporary Contract/Contract ended

Customer Service Associate

• Made inbound and received outbound calls from borrowers and authorized third parties.

• Answered inbound calls in a timely manner.

• Provided prompt and accurate responses to customer's mortgage servicing questions and concerns.

• Committed to offering quality customer service to internal and external customers.

• Communicated with borrowers and authorized third parties regarding documents needed for Short Sales and

Deed in Lieu's.

• Took verbal financials from borrowers and authorized third parties.

• Exceeded Daily Call Center performance goals.

• Performed with the Equator System and Automated Dialer Software.

AmerisourceBergen ~ Frisco, TX

November 2011- January 2012~Temporary Contract/ Contract ended

Customer Service Associate

• Processed all phone, fax, mail, e-mail, drop-ship and verbal orders from customers.

• Provided customers with accurate answers to questions and complaints regarding products and

services

• If unable to provide assistance, escalated customers to Customer Service Supervisor or Manager in

a courteous manner.

• Performed data entry for purposes such as processing orders, accessing previous orders and special orders,

and providing customers with current prices

• Assisted customers with backorders by offering substitutions and alternatives whenever possible

• Contacted manufacturers for delivery information, changes in stock number and prices and availability

Bank of America ~ Plano, TX

August 2010- August 2011

Business Support Lead I

• Controlled call flow for every department in every call center around the world (Real time

adherence)

• Created reports for SVP's and AVP's of the company

• Performed greatly under pressure and strict timelines for business needs

• Processed and managed attendance issues based on business needs and company revenue goals

• Managing Plasma communications for BAC employees across the sites around the world using

Symon Design Studio

Mortgage Customer Service

• Answered inbound calls and gathered banking information for payment processing.

• Assisted customers with concerns regarding mortgage and escrow.

• Transferred customers to correct department concluding servicing the account.

Apple ~ Addison, TX

April 2009-January 2010

Technical Support Agent

• Level One Technical Support Specialist for Apple iPhone, iPod, iTunes

• Troubleshot issues for the iPhone, IPod, and ITunes including corporate enterprise server

• Directed callers to the specific department needed for different assistance needed.

• Maintained call statistics such as AHT and customer satisfaction surveys.

• Informed customers of AppleCare products and policies.

• Created internal tickets for further resolution.

• Used knowledge based articles for resolution

• Used internal programs to research device exchanges and various stages for customer resolution.

Credit Solutions ~ Richardson, TX

March 2008-February 2009

Dispute Resolutions Specialist

• Negotiated and settled accounts in litigation.

• Contact and related customer account information to legal counsel.

• Verified banking information for settlement.

Customer Service Representative

• Responsible for inbound and rerouting calls to other departments.

• Handled any customer complaints and resolved issues.

• Conducted calls to customers explaining service provided and program.

Contact this candidate