Customer Service Representative

Raymond E. Favors

**** *.***** **. #****

Amarillo, Texas 79107

806-***-**** *******@*****.***

SUMMARY

I am a Jr. Level .Net Programmer/Technical Manager/Computer Consultant with excellent customer

service and management skills, along with proven successes and tremendous achievements. I am a

substantiated leader with initiative and motivational skills that cause others to act! I am proficient in

Microsoft Visual Basic, SQL,Sql Server,Html5,Css, Xml,Xmal, LINQ, Visual C#, ASP.net MVC 3,and 4,

ADO.net., Dreamweaver, Fireworks, Flash, Photoshop, Surface mount machine operations and

programming. SMT machines include Panasonic MPAs, Fuji Cp2, Fuji Ip2, Juki KE2050, Juki KE2060,

Juki FX1R, Siemens, Phillips, Topaz, DEK and MPM.

WORK HISTORY

Wizards Computer Consulting Services Amarillo, TX 02/12– Current

Computer Technician/ Owner

• Took inbound calls from personal computer and laptop owners averaging 5-12 calls per day.

• Onsite repair of personal computers and laptops.

• Ran my own business but due to financial constraints had to shut down.

Convergys Lubbock, TX 06/10– 12/11

Customer Service Representative

• Took inbound calls from Comcast service owners.

• Sold additional services to Comcast service owners.

• Handled escalated calls with eloquence.

SMS Technologies San Diego, CA 03/08– 06/09

Engineering Technician III/ Surface Mount Machine Programmer

• Created surface mount programs for Juki KE2060, Juki KE2050, Juki FX1R, Siemens, and DEK

machines.

• Supported production with surface mount mechanical and program solutions.

• Repaired and calibrated feeders for Juki and Siemens machines.

• Created production line setups for new builds.

Xantrex San Diego, CA 10/07– 03/08

Engineering Technician

Created surface mount programs for Philips (Topaz) surface mount and throughhole machines.

Supported production with surface mount technology and throughhole machine program solutions.

Cingular Wireless Lubbock, TX 10/05– 09/07

Customer Service Representative

Took incoming calls regarding troubleshooting wireless phones and services.

Sold additional services to Cingular Wireless customers.

Handled escalated calls and provided technical support to wireless handset customers with

eloquence.

SITEL Corp Amarillo, TX 07/02– 08/04

Technical Team Manager

Managed 45-60 inbound software support technicians for Dell computers.

Took escalated inbound calls.

Manage the day-to-day processes of 45-60 team support agents and team leads.

Raymond E Favors

2801 N.Grand #1601 Amarillo, Tx 79107 806-***-**** *******@*****.***

Coached and developed 45- 60 team support agents.

Created historical real-time reports on performance metrics such as: CRT (call resolution time),

CTS (commitment to schedule), ACW (after call work), hold, transfer and conference, etc.

Facilitated team meetings.

Exceeded metrics and customer satisfaction scores as set by the client.

Provided one on one coaching for areas of improvement on a daily, weekly, and monthly reviews.

Mentored customer service agents toward specific targeted goals by effective and consistent

communication and motivation.

Tracked and managed attendance, schedule adherence, quality, and all other metrics for each

agent.

San Diego, CA

Qualcomm Personal Electronics 04/97– 01/00

Engineering Technician II / Surface Mount Machine Programmer

Created Panasonic MPA, and MPM surface mount machine programs.

Created setup and B.O.M.s for new builds.

Supported production with programming solutions.

Lubbock, TX

Texas Instruments 02/93– 11/96

Computer Technician / Surface Mount Machine Programmer

Functionally tested and troubleshot I.B.M. 486SX and DX2 mother boards to the component level.

Created Fuji Cp2 and Ip2 and MPM surface mount programs for new product builds for I.B.M. p.c.

mother boards.

Supported production with program and mechanical solutions.

Education

Associated Technical College San Diego, CA 1990--

1991

Equivalent to an Associate Degree--Microcomputer Repair

ISO 9001 Certified.Currently working on MCSD certification.

Raymond E Favors

2801 N.Grand #1601 Amarillo, Tx 79107 806-***-**** *******@*****.***

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