Customer Service Quality Assurance

ERNEST R.WILLIAMS [pic]

*** ********* ****, ********, ** 60085

847-***-**** ? ********@*****.*** ? www.coroflot.com/ernwilli

Education

International Academy of Design and Technology

March 12, 2011 ? Bachelors of Fine Arts in Communications - Game Design

Skills

. Able to type 60-70 WPM

. Proficient in the Office programs (Word, Outlook, PowerPoint, Publisher,

Excel)

. Proficient in Adobe programs (Illustrator, Photoshop, Premiere, After

Effects, Flash)

. Extremely comfortable in working with PC and Mac operating systems

. Experienced in troubleshooting/Configuring Apple iOS Devices and Android

Devices

. Excellent Verbal and Communication skills

Experience

Quality Assurance Analyst III (Contract)

? Sept 2013 - Feb 2014

(TekSystems) Sears Holdings Corporation ? Hoffman Estates, IL

. Work directly with Engineering, Developers, QA teams to support and

manage SHOPsears, a portable checkout point of sale application

available in over 259 Sears stores

. Collaborate with Engineering, Developers, QA teams to identify

problems and facilitate resolutions for customer impacting mobile

application bugs, errors and system-wide issues

. Assisted Deployment team to help ship out Monitors and printers

equipment to the Sears department stores

. Assisted in troubleshooting iOS and Android Devices, Register and

configure iOS and Android Devices for in-store usage

. Make outbound calls to associates within the stores to gather

information regarding their issue with the SHOPsears application and

escalate the issue via ticket or email for investigation.

. Create documentation in regards to support plans and playbooks, while

also keeping logs of issues reported Using Windows 7 on a daily basis.

Technical Support Supervisor ? July 2013 - Sept 2013

AppleCare ? Bolingbrook, IL

. Conduct employee one-on-ones and yearly focal reviews

. Actively manage the performance of my team

. Monitor stats and adherence and provide daily reports for performance

of the site

. Answer questions and provide answers for Advisors that have them

. Participate in hiring and training development as needed

. Define and deliver goals and expectations for direct reports

. Worked with Crossover using Windows 7 and Mac OS Maverick for daily

usage

Technical Support Advisor/Account Security ? May 2013 - June 2013

AppleCare ? Bolingbrook, IL

. Assist customers via phone with software and hardware issues regarding

their mobile apple devices

. Register customer information into Apple databases perform data entry

relating to all support activities

. Promote and process sales for Apple hardware, software and service

offerings

. Teach and educate customers on support options, and the steps being

taken to resolve their issue.

. Confirm and verify customer information regarding apple ID accounts.

. Mentor new hires during training via monitoring calls, providing

guidance and constructive feedback

. Walk customers through Troubleshooting steps who were using Windows

and Mac OS systems.

Customer Service Rep/Billing Specialist (seasonal) ? Nov 2011 - Jan 2013

Fanatics Chicago Retail ? Northbrook, IL

. Communicate with customers via phone, email.

. Provide knowledgeable answers to clients regarding product, pricing

and inventory availability inquiries.

. Work with clients to resolve product returns, shipping inquiries and

order status questions.

. Make outbound calls to customers regarding fraud issues with their

order

. Assist new hires during training via having them listen to calls and

providing guidance

Inquiry Response Coordinator (Contract) ? Mar 2012 - July 2012

(Ranstad) Career Education Corporation ? Schaumburg, IL

. Make outbound calls to potential students that requested information

. Attended Monthly/Weekly meetings with supervisor/team discussing

performance

. Verify Questions and transfer them to admissions for enrolling process

. Met phone and performance metric numbers each month

Graphic Designer/Animator (Internship) ? Nov 2010 - April 2011

RPM Visual Media ? Chicago, IL

. Edit Videos for the clients

. Animated logos for client website videos

. Did animations for big presentations

. Work directly with lead on team projects

. Designed projects to be imported/animated

ERNEST R.WILLIAMS Page 2

Contact this candidate