Customer Service Technical Support
Resume:
John Lawal Junior
Albuquerque, NM 87110
***************@*****.***
OBJECTIVE I am seeking employment which will allow the skills I gained
from my customer service and technical support experience to
be further utilized and refined.
WORK EXPERIENCE Dates Attended:
03/08/2013- 12/08/13
Company Name:
Title:
Lionbridge Technologies
Search Engine Evaluator
Primary Responsibilities:
As an Internet Content Judge I was tasked with making
internet searches more exciting, relevant and interesting for
all end users in the United States. This was accomplished
through improving the quality of results, by confirming
relevancy and timeliness of the content
Dates Attended:
11/09/2009-7/3/2012
Company Name:
Title:
T-Mobile
Tier 3 PDA Technical Support Representative
Primary Responsibilities:
Regularly provide customer service as well as technical
support to caller through the troubleshooting of device and
network elements. Striving for first call resolution while
ensuring correct policies and procedures were followed.
Dates Attended:
07/14/2009-11/08/2009
Company Name:
Convergys
Title:
Primary Responsibilities:
Customer Care Team Leader
Supporting, coaching, and developing a team of customer
service employees. Effectively interact with team members,
while demonstrating a genuine interest in team members,
maintaining open lines of communication with team members and
being an advocate for team members. Coach team members on
their performance on a regular basis. Communicate positive as
well as negative feedback, adapting coaching styles depending
on the situation and audience, providing feedback that is
specific and constructive and encouraging all team members in
incremental performance improvement. Consistently monitor
team to proactively identify potential problems and with
guidance ensures appropriate parties are engaged to arrive at
a resolution.
Dates Attended:
03/9/2009-07/14/2009
Company Name:
Convergys
Title:
Primary Responsibilities:
Customer Service & Problem Resolution Representative II
Provide excellent customer service, and assist with any issue
a customer has. Striving for first call resolution on every
interaction and making the experience as positively memorable
as possible.
Dates Attended:
05/19/2008-02/28/2009
Company Name:
Title:
T-Mobile
Tier 3 PDA Technical Support Representative
Primary Responsibilities:
Regularly provide customer service as well as technical
support to caller through the troubleshooting of device and
network elements. Striving for first call resolution while
ensuring correct policies and procedures were followed.
Dates Attended:
07/24/2006-05/18/2008
Company Name:
Verizon Wireless
Title:
Primary Responsibilities:
Tier-3 Data Technical Support Representative/Supervisor
Intern
My responsibilities include providing customer service and
technical support to both internal as well as external
customers. Troubleshoot hardware and software issues.
Identify network/application issues and provide detailed
information on the setup and configuration of data products.
I also utilized system tools to verify provisioning and
diagnose network or device issue. Regularly practice skill to
ensure efficient customer handling and first call resolution.
Secondary responsibilities included facilitating team
meetings, ensuring each team member was updated on any
changes to policy, coaching and developing peers, assessing
skills and opportunities for improvement, and creating action
plans to ensure individual as well as group goals were met.
EDUCATION Institution:
University of New Mexico
Degree:
Holistic Health
Completion Date:
08/10- Current
Institution:
Del Norte High School
Degree:
High School Degree
Completion Date:
05/04
CERTIFICATIONS Date Received:
11/08
Company Name:
Microsoft
Title:
Windows Mobile Specialist
Date Received:
09/06
Company Name:
Blackberry
Title:
Tier 2 Support Technician
REFERENCES Name: Janice Wermske
Company: Chase Bank
Title: Operations Manager
Phone: 214-***-****
Email: ******@******.***
Name: Pamela Cooksey
Title: Former Landlord
Phone: 575-***-****
Email: ************@*****.***
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