Customer Service High School

James Ukpong

**** **** ******* ***** ***. ***, FORT WORTH, TX 76137

Phone 817-***-**** • E-mail ***********@*****.***

Summary:

• Experienced Technical Support Representative with over 6+ years of experience of handling technical

troubleshooting for Sprint Premier Customers within a Windows 95, Windows 7 environment, including

system crashes, slow-downs and data recoveries

• Perform the set-up, calibration, testing, and troubleshooting of circuits, components, instruments, and mechanical

assemblies to Motorola Q device.

• Strong experience of providing support to thousands of customers worldwide, earning a solid reputation for

productivity, complex problem resolution and professionalism.

• Well versed in Ensured customers were satisfied with every part of the experience, from initial greeting through order

completion.

• Excellent written and verbal communication skills with the ability to work in a team environment with diverse and cross

functional groups

• Proven ability to effectively build internal and external relationships.

• In depth knowledge and progressive experience in cutting edge technologies.

• Sound knowledge of using Windows 95, Windows 7, Microsoft Office Suite i.e. Excel, Outlook etc.

Technical Skills:

• Windows 95 - Windows 7, Microsoft Office Suite i.e. Excel, Outlook etc, Android 1.5 (Cupcake) - 4.2 (Jelly Bean)

• HTC, Samsung, Apple, Kyocera, LG, Motorola, Nokia, Sierra Wireless etc.

• Aspect Phone System

• Build, upgrade and maintain Personal computers i.e. motherboard swaps, custom cooling and other extensive

hardware knowledge and experience.

Education:

• High School Diploma, Richardson High school, Richardson, TX 2001

• University of Texas at Arlington, TX, Marketing

Experience

Flextronics, Fort Worth, TX June 13 – Oct 13

Analyzer (Test Tech)

• Perform the set-up, calibration, testing, and troubleshooting of circuits, components, instruments, and mechanical

assemblies.

• Perform hand set-ups for digital tests

• Operate programmable auto-testers, samplers, real-time oscilloscopes, pulse generators, meters, power supplies,

and special test fixtures

• Identifies electronic parts, operates soldering iron and uses magnification devices in accordance with standard

operating procedures

• Ability to repair and preplace components of new and used products requiring precise repair skills

• May repair board damage by replacing damaged/missing pads or barrels, scratches, internal board layer damage,

drilling out rivets, internal/external traces, cutting traces and scrap evaluation, bonded wire applications for interlayer

opens, micro drilling

Sprint, Fort Worth, TX Oct 08 –

May 13

Technical Support. (Lead)

Responsibilities:

• Handled technical troubleshooting for Sprint Premier Customers within a Windows 95, Windows 7

environment, including system crashes, slow-downs and data recoveries .

• Provided technical support for Windows PCs and Tablets as well as other hardware.

• Diagnosed, troubleshoot and resolve a range of software, hardware and connectivity issues.

• Excel in asking probing questions and researching, analyzing and rectifying problems.

• Ensured customers were satisfied with every part of the experience, from initial greeting through order completion.

• Memorized and researched the company’s latest product offerings.

• Exceeded 200% to sales goal for the quarter by communicating product benefits and providing excellent service.

• Recommended solutions within customer budgets and proactively followed up with all leads.

• Displayed a positive, helpful attitude on a daily basis that was consistently praised by customers and co-workers alike.

JAS Pharmacy/Super Value Pharmacy Euless, TX Dec 05 – Dec 08

Medical Courier

Responsibilities:

• Consistently showed the ability to understand and follow safety stringent procedures.

• Performed deliveries across D/FW accurately and efficiently within an allotted time frame.

• Completes paperwork accurately and completely and understands the importance of details.

• Showed strong customer service and ability to communicate verbally with customers in a professional manner.

• Ability to adhere to and enforce all security procedures.

GE Healthcare, Dallas, TX Jun 07 – Jun 08

Medical Courier

Responsibilities:

• Consistently showed the ability to understand and follow safety stringent procedures.

• Performed deliveries across D/FW accurately and efficiently within an allotted time frame.

• Completes paperwork accurately and completely and understands the importance of details.

• Showed strong customer service and ability to communicate verbally with customers in a professional manner.

• Ability to adhere to and enforce all security procedures.

Value Options Plano, TX Apr 05 – Aug 06

Customer Service

Responsibilities:

• Provide exceptional customer service to new, existing and inquiring customers.

• Collecting sufficient data to make appropriate referral and authorization decisions, and seeks consolations for non-

authorization decisions.

• Facilitates coordination with other care managers to assure continuity of care.

• Evaluates clinical appropriateness of treatment using professional knowledge within Value Options Clinical Policy and

Procedures and Benefit Plan requirements.

Tel Vista (Metro PCS Contractor), Dallas, TX May 03 – Feb 04

Customer Service Representative

Responsibilities:

• Provided assistance to Metro PCS end users via telephone.

• Routinely exceeded call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call

resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.

• Performed diagnostics and troubleshooting of phone issues, documented tickets/resolutions.

• Showed strong knowledge of support desk software and ticket tracking systems.

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