Customer Service Sales

Katina Bussie

Technical Support Coordinator - Verizon Wireless Corporate

Roswell, GA

*******@*******.*** - 404-***-****

WORK EXPERIENCE

Technical Support Coordinator

Verizon Wireless Corporate - Alpharetta, GA - 2012 to Present

Provides exceptional customer service and technical support for internal and external data product customers

* Trouble shoot hardware and software issues and identify network/ applications issues.

* Provide detailed information on how to set up/configure data and voice products.

* Verify provisioning and diagnose device or Network issues.

* Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.

* Use Various administrative and department tools and on-line resources for customer resolution.

* Use trouble ticket system for tracking customer interactions and problem resolution.

* Evaluate customers concerns and resolve problems to customer satisfaction.

* Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call

type that is routed through the center in this function.

* Follow up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Lead Device Specialist

Verizon Wireless Corporate - Savannah, GA - 2011 to 2012

Improved Net Promoter Score by over 30% thru effective communication and customer satisfaction. Drastically

reduced customer returns through awareness and education.

* Educated customers on devices, phones, tablets, netbooks, mifi's and hotspots.

* Taught Apple and Android Workshops, conducted one on one appointments with clients.

* Coached sales team and encouraged them to display behaviors that would improve metrics.

* Made calls to customers to ensure satisfaction and offer additional assistance.

* Floor managed and provided technical support and phone troubleshooting.

* Inventory, Operations, Sales and Customer Service Support

Sales Lead and Assistant Manager Trainee

Express - Savannah, GA - 2010 to 2011

Met and exceeded daily sales goals. Demonstrated professionalism and excellent customer and quality

service. Awarded "Customer Experience Expert".

* Encouraged team members to meet daily goals through motivation and initiative programs

* Influenced team to improve conversion and increase sales using various selling techniques

* Provided assistance to customers with retail clothing sales and fittings.

* Responsible for selling, cashier duties, loss prevention and floor sets.

* Maintained, restocked and discontinued merchandise.

Systems Administrator and Data Operations Manager

CBCA Inc - Savannah, GA - 2002 to 2008

Strategically planned and guided the daily operations of the IT and eligibility departments for a major third-party

health insurance administrator. Ensured that the health coverage for more than 10,000 lives was accurate

and continuously updated as needed. Successfully established more efficient ways of running database

programs and improving the accuracy and availability of employee eligibility. Successfully investigated issues

and documented results for future troubleshooting ease. Decreased down time by utilizing knowledge base

solutions.

* Trained and led IT team members to successfully manage and maintain confidential database systems

* Performed and trained others to run Unix based programs to successfully update database

* Directed teams to meet deadlines and encouraged new ideas to create more efficient run times

* Responsible for simplifying the administration of benefits to employers and enhancing the access and

understanding of those benefits

* Successfully integrated with Sales/account managers to determine client needs to edit/update programs

accurately resulting in increased customer satisfaction

* Responsible for the successful daily transmission of files to banks via ftp

* Resolved issues efficiently to maintain and improve client relations and partnership development

* Processed regular updates on the database systems to reflect accurate employee eligibility for benefits

* Effectively communicated with internal and external customers in an effort to better resolve elevated issues

* Assisted with network set-ups and software and hardware installations

* Performed daily helpdesk and troubleshooting duties

* Performed risk assessments of network problems

* Supervised and trained new IT team members on all of the above along with introducing new systems

* Monitored team progress, created and provided documentation for future use for team

Store Support Technician

Friedman's Jewelry - Savannah, GA - 2001 to 2002

Developed new management system for accounts. Successfully and efficiently resolved issues. Assigned to

additional duties due to my ability to multitask and finish requirements effectively and accurately.

* Performed troubleshooting duties for a chain of stores

* Effectively and accurately provided customer support.

* Managed and recorded calls through a call log while utilizing Lotus Notes for communication

* Assisted in ensuring systems were audit compliant

* Communicated account information and technical support internally

EDUCATION

Masters in Business Administration

University of Phoenix - Savannah, GA

2008 to 2010

B.A in Business Administration/Computer Information System

Savannah State University - Savannah, GA

1991 to 1997

SKILLS

Apple Certified and currently pursuing A+ Certification.

ADDITIONAL INFORMATION

SKILL SET

A professionally noted team player. Highly committed to high, quality performance standards, skills, and

attitude. Outstanding communication and interpersonal skills. Able to interrelate with people of all ages and

diverse backgrounds. Highly experienced in computer information systems and customer service areas. Able

to grasp and utilize complex information and effective at multi-tasking. Goal and detail oriented, organized and

able to work independently and meet deadlines. Reliable, confident, resourceful, and self-sufficient. Ability to

successfully establish long lasting relationships.

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