helpdesk support/ customer service

Andrew T Brown

**** *. ********** ***., ******* IL, 60628

Phone: (773) 240 - 7971 Email: *******@*****.***

EXPERIENCE:

A.I.U Online/LaSalle Network, Downers Grove, IL 06/2014-09/2014

Admissions Advisor

• Taking inbound transfer calls and making outbound calls to perspective students.

• Conducting formal telephone interviews to assist with enrollment process.

• Build a relationship with perspective students and to be a liaison between the student and the

university and other departments.

ServiceMaster/Tru-Green, Crestwood, IL 01/2013-4/2014

Outbound Sales Consultant,

• Provide service to customers by making timely lawn/landscape applications recommendations

• Diagnose and correct lawn/landscaping problems through service calls and other customer

communications

• Sell and up selling services to new and/or existing customers, resulting in growth of the

customer base

• Perform order entry process

Dyson INC., Chicago, IL 09/2011- 9/2012

Call Center Representative/Tech Support

• Responded to user issues via e-mail and ticket repository system (Remedy & Outlook)

• Delivered an outstanding positive customer experience

• Built rapport with each customer and demonstrate a helpful demeanor

• Trouble-shot customer issues at the customers’ level of understanding

• Take ownership of customers’ issues, aiming for one-call resolution

• Achieved effective and timely resolution of customer inquiries

• Performed hands-on technical diagnosis and resolution of mechanical issues

• Maintained customer account information

• Completed tracking of all interactions with customers in a computerized database

• Tracked warranty parts and repairs

• Performed order entry

Allstate Insurance Corp., Woodridge, IL 2/2009-9/2011

Senior Customer Insurance Professional

• Made outbound calls to offer insurance coverage

• Provided exceptional service to customers in order to meet customer satisfaction and

performance goals

• Resolved questions/issues of medium complexity which require an agent's license and referred

to appropriate areas as needed

• Managed TDOC individual queues and made out bound calls to seek trailing legal and admin

documents

• Completed simple changes to policies which require an agent's license

• Actively listened to customer issues or questions, showing interest and compassion following

established hand-off procedures

• Verified coverage’s for customers or verified that policy changes were made and provided

proof of evidence of insurance documents to customers where coverage previously bound by a

licensed producer

• Leveraged opportunities for cross selling

• Handled claim inquiries and established loss reports where an adjuster's license is not required

and set up inspections for physical damage claims as needed

Comcast, Woodridge, IL 2/2007-1/2009

Customer Account Executive/ Level 1 Helpdesk Support

• Resolved issues via Microsoft Ticketing System

• Provided technical and billing support for customers in need of assistance

• Acted as point of contact for customer account executives to handle customer escalations

• Assisted Customer account executives with system, process, procedures and product questions

for all products

• Created documents and assessments to provide feedback to superiors and to assist in areas of

weakness for customer account executives

• Recognized opportunities to upgrade customer’s services or features

US Cellular, Bolingbrook, IL 5/2005-12/2007

Customer Service Representative

• Responded to inbound customer calls in addressing customer’s issues, assuring that market

quality is met

• Researched and resolved customers issues and questions while multitasking (talking with

customers while accessing information and inputting information)

• Adapted to need of individual callers and offered options and alternatives to ensure customer

satisfaction

• Provided accurate and timely information and reflecting a positive and customer oriented

image of organization

• Achieved individual and performance goals targeted by the organization

EDUCATION:

Westwood College

Associate of Arts, Computer Information Systems, Focus Network Security May 2014

TECHNICAL SKILLS & COURSEWORK:

Desktop Hardware & Software

Microsoft OS

LINUX OS

Active Directory

Microsoft Networking System

LINUX system administration

Cisco Network Essentials

Cisco Routing Protocols and Concepts

Cisco LAN Switching

Cisco WAN Technologies

Wireless Technologies

Technical Troubleshooting

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