Customer Service Training

Profile

Over ** years of customer service experience providing the highest quality of analytical problem solving skills to meet customer’s demand. Motivated, personable business professional with a primary orientation towards customer care. Highly motivated to resolve product or service problems by clarifying the customer’s need to determine the best solution to align with company valves. Thrive in deadline-driven environments with excellent team-building skills. Poised and competent with demonstrated ability to easily transcend cultural differences.

Skills Summary

HVAC & FAST Tool remote troubleshooting skills.

Ability to work collaboratively in matrixes environment.

Computer Proficiency

Customer Service

Written Correspondence

Professional Presentations

Report Preparation

Professional Experience

Honeywell Atlanta, GA July 1984 to Oct 2013

TECHNICAL DISPATCHER

Provided detailed troubleshooting support for all FAST users.

Leader of all FAST Support – Level 1, for resolving a problem with their device.

Provides FAST tool training to Service Technicians when needed.

Assist with the support of business unit on hardware/software updates on a regular basis.

Assist new users with issues, training and procedures before being formally trained on FAST tool.

Effectively communicate issues to FAST Support – Level 2 relating to performing daily dispatching duties.

Provide constructive feedback of FAST tool users to FAST Support level 2

Assist Field Service Leaders and Admins with FAST tool process or procedures.

Compiled training documents in order to excel above standards of performance requirements.

Trained new employees as needed.

Assist management with implementation of new standard operating procedures resulting in improved customer satisfaction and provide operational uniformity for GSRC.

Maintains and makes alternative recommendations to improve any policy or procedure for internal and external customers.

Serves as a focal point on the floor and in training, especially in difficult troubleshooting and system process procedures.

Awarded customer care achievements: Call Averts, Technical achievements through remote resolution of customer service requests

Certification/Bravo Awards:

Leadership Communication Skills

FAST VPN Certificates Certification

Telephone User Training

Call Center Communication Skills

Office Ergonomics

Honeywell – HOS Change Order Process Engineering

The Process of Negotiation

FAST Level 1 Tech – Basic Motorola MC70 Skills

Software:

Windows Operating Systems: XP Home, XP Professional, Media Center, Vista, Mobile, Windows 7 & 8

Server Operating Systems: Windows Server 2000/2003/2008 Standard or Enterprise

Productivity Tools: Microsoft Office Suite (2003/2007/2010/2013) Standard or Enterprise Edition, LonStation, Adobe Acrobat or Reader, Honeywell Instant Alert School Admin & Parents Process, Phoenix – Monitoring Software Functionally, Phoenix – After Hours Dispatch Process, Siebel Service Enterprise, GSRC: CAR/CAT/PAT Online Form, GSRC: Training Database Functionally, FieldCentrix, FX-Mobile, W7505, W7600, Radionics

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