Customer Service Sales
Resume:
Ronald D. Robinson
Acworth, Ga. 30101
*************@*******.***
Objective: To obtain a Technical Networking Client Support Tier 2 Position.
Summary of Qualifications:
• Highly motivated, driven and successful Telecommunications Tech with a proven track record
and reputation for achieving results in Networking Technical Sales and Customer Care Support.
• Fast learner, obtain A+ Certification from IBM/Obtain Cisco Routing Certification from Sprint
Maintenance Center, (15) years of hands on experience in Technical and Sales Support in the
areas of Software-Hardware Support, Voice, Switch, Data, VoIP, Video Conferencing, Mobile
Technology, HTML, XML and Livox
• Skilled in Customer Service Support and service needs. Outstanding interpersonal.
Communication and analyzing skills.
• Excellent trouble shooting and resolution management.
• Possess leadership skills with excellent organization and prioritization abilities.
Sentry Surveillance Oct 2012-Present
Technical Sales Rep:
• Making outbound/inbound calls to new and existing large and small customers to set appointment
to established potential new client base and or the selling of upgrading services to preexisting
customers, and answer inquiries and questions, handle orders, handle complaints, troubleshoot
problems and provide information. Conduct online presentation of security cameras.
• Prepares work to be processed by gathering, sorting organizing, and recording data, information,
and documents from sales genie database. Conducting and completing online demonstration.
• Complete enrollment by analyzing and auditing documents, tapes and transmission, researching
and resolving processing problems.
• Resolve complaints by investigating issues and composing responses; maintain quality services
by weekly follow ups.
• Prepare daily reports by collecting and analyzing information.
• Updates job knowledge by participating in educational on the job training of new and existing
equipment.
• Explore opportunity to add value to job accomplishment.
The Daniel Group/Community Loans of America
Quality Assurance Specialist: Oct 2010-May 2012
November 2012
• Responsible for loading dialer to insure appropriate accounts was called via livox dialer
system.
• Responsible for managing daily call flow using the livox system.
• Responsible for downloading employee daily calls via livox.
• Performed daily ACD training and call recording, hold time, Talk time, Wrap time, Break
time, making sure that the call center collectors worked within procedure time required.
• Perform daily call monitoring to ensure the highest level of customer support is
performed to also ensure that standard policies and procedures are meet.
• Review business statistics, Also review account to make sure that all accounts are
properly documented and coded.
• Review current policies and improvise plans to improve upon the existing quality
standards.
• Review and analyze effectiveness of modifications made.
• Run daily call center ACD Query reports via excel spreadsheet.
• Provide Microsoft Windows platform management, configuration, design, training and
expertise, and address operational systems issues including file and share and installing
applications.
• Provide Microsoft server operating systems support.
• Monitor server performance and availability, and ensure windows server availability
compliance to server level agreement, and promote and maintain server patch.
• Provide windows exchange email server support, and upgrade and replace server
hardware where appropriate.
Sprint Service Center
Tier 1 & 2 Support Technician: July 2000-March 2009
• Creating and managing trouble ticket for Sprints Tier1 Tier2 client base customers,
Logging and Coding trouble tickets ranging from services listed, HTML, XML Voice,
Data, VoIP, Video Conferencing, Frame relay, and Switch services.
• Responsible for prompt and proper escalation of trouble tickets if needed for the reassure
of correct adherence and consistency of companies policies and procedure.
• Made Clients aware of repair status, and completion time and date of service being
restored via phone calls, and timely status via email and online messaging.
• Responded and coordinated with Technical Partners, and Sales updating all parties of
status via online messaging and email.
• Demonstrated high aptitude for technical functionality and regularly exceeding Client
service agreement expectation.
• Efficiently rerouted toll free and online internet clients for continued service under the
agreed upon service assurance guarantee.
• Excelled in leading meetings, organizing conference calls, analyzing issues, performing
root cause analysis, and interfacing with multiple groups/organizations to isolate and
solve customer’s issues. Engaged Tier III technical assistance quickly and efficiently,
dispatching technical engineer to conduct onsite testing and/or equipment repair/turn up.
EDUCATION AND CREDENTIALS
Skills and Qualifications: Latitude, B-frame, Pins, Cubs, Live, Word, Windows, Excel, PowerPoint,
Outlook, Microsoft, Microsoft office word, notepad, Cisco, Internet Explorer Knowledge
High School: Crestwood High Dunwoody, Ga.
Massey Business/Associate in Business Admin
Metro Tech/Computer Information Science, in progress
Certificates:
A+/Cisco/Excel/PowerPoint
Contact this candidate