Customer Service Engineer
Resume:
Kasim A.W. Bey
*** ****** ****** ****, *******, M28 1BZ
*********@*******.***
Objective: Seeking a post production editing position with a film company so that my skills as a professional and detail
oriented editor can help bring filmmakers vision into fruition.
Skills: • Adobe Premiere – Proficient in Adobe Premier non linear editing software.
• Communication – Persuasive communicator with well developed presentation and negotiation
skills. Able to develop productive relationships with colleagues, customers, and staff at all
levels.
• Team Building – Decisive team leader with extensive experience recruiting and hiring while
developing talent and motivation for increased productivity.
Experience:
SDMC Productions, Manchester, England
2014 – 2014
Drama and Entertainment production company, specializing in the Development and Production of
Entertainment, Drama, Documentary and Feature Films for both UK Broadcasters and
International
markets.
Intern
• Primary responsibility during the 8 week internship was to research content for television shows that
were being pitched to major broadcasting networks such as BBC, Channel 4, and ITV.
• Secondary responsibility was to research, inventory, order, and maintain the company's filming
equipment.
• Worked as lighting tech and personal assistant for Quooker taps commercial
Hewlett Packard, Alpharetta, GA
2011 – 2013
An American multinational information technology corporation.
Technical Services Engineer IV Workstation
• Provided phone support to HP field engineers, product support personnel, and end users for high end
Workstation line, Thin Clients, POS equipment, Laptops and Tablets.
• Maintained system configurations of MS Windows 7, MS Vista, MS XP Pro, Linux, RAID.
• Participated in projects for process or quality improvements.
WAIN.TV/WAEN.TV Internet Television, East Point, GA
2010 – 2011
An internet television station that focuses on the interest of the Atlanta community.
Broadcast Engineer
• Produced, filmed, and edited video recordings of topical segments for internet based viewership.
• Originated section financial projections and facilitated training sessions.
• Created set designs for production.
Verizon Wireless, Alpharetta, GA
2005 2010
A leader in delivering broadband and other communication innovations to wireline and
wireless customers.
Coordinator – Premier Team
• Monitored, coached, and developed peers and new hires during job immersion training to meet KPI
initiatives and meet overall performance goals of quality and service levels and participated in the
following focus groups.
o Streamlining the EZ Move Process.
o Feedback on the STARS database.
o Various feedback sessions with the Associate Director of the Premier team.
• Demonstrated a commitment to customer service by deescalating customer calls and ensuring
superior results.
• Efficiently analyzed, researched and resolved customer concerns and needs while being personally
responsible for an average yearly company revenue of $1M.
Creative Source Unlimited, Inc., College Park, GA
2004 2005
An Integrated Technology company offering a myriad of IT services throughout metro
Atlanta for over 10 years.
Telemarketing Supervisor
• Coached and developed associates in conducting call campaigns to bring in new business to increase
annual revenue.
• Was responsible for establishing the telemarketing section for the company.
• Was instrumental in interviewing and screening applicants to meet staffing requirements.
Waffle House, Inc., Norcross, GA
2003 2004
A corporation that has established the tradition of serving “Good Food Fast”.
Financial Manager
• Was responsible for budgeting and maintaining operations, food, and payroll costs for the flagship
unit for Waffle House.
• Established guidelines for month end closing procedures.
• Prepared monthly financial statements and analyses for review by executive board.
IBM/Teletech Holdings, Duluth, GA
2002 2003
The Nextel Communications call center was outsourced to IBM/Teletech Holdings on
2/10/02. All duties and responsibilities are the same as listed below.
Nextel Communications Inc., Duluth, GA
1998 2002
A call center in a leading wireless communications company providing customer
Assistance by accessing various LAN / WAN based databases.
eCare Senior Supervisor
• Worked in a team environment to implement new trend setting policies and procedures.
o Trained managers and fellow supervisors on new policies.
o Conducted coaching a development sessions.
o Organized focus groups
• Oversaw the completion of over 9000 email inquires per week via Cisco router database.
• Interviewed and conduct feedback sessions for potential candidates for the eCare department.
Customer Care Supervisor
• Supervised, motivated, and trained a team of 15 customer care representatives.
• Coached representatives in various areas to improve efficiency criteria.
• Responsible for all concerns that have escalated beyond the employee’s capabilities.
Executive Escalations Advocate
• Resolved customer escalations for market executives and regional customer operations
director on escalated customer inquires and concerns.
• Coordinated the resolutions of customer inquiries and concerns on both a regional and
national level.
• Researched account maintenance to ensure the best possible solution.
• Offered resolution for complex billing issues, rate plan changes, fleet changes, and
adjustments for accounts with more than ten units.
Senior Internal Support Representative
• Acted as a liaison between the Internal Support representatives and the supervision.
• Instituting peer coaching methods that increased employee effectiveness.
• Implemented customer care programs updating company policies consisting of:
o New procedures for logging monthly statistics.
o Efficiently completing specific customer inquires.
o Accomplishing first call resolution regarding technical and billing related inquires.
Perimeter Contractors, Inc., Decatur, GA
1995 1998
A business dedicated to refurbishing structures in the Atlanta Empowerment Zone.
Account Manager
• Supervised three administrative assistants.
• Prepared monthly financial records and workload schedules for employees and
subcontractors.
• Revised order fulfillment and subcontractor bidding policies for consistent company growth.
United States Air Force, Various locations
1987 1994
A division of the United States Armed Forces directed to maintain the security of
persons, property, and equipment of the interests of the United States of America.
Staff Sergeant, Explosives Ordnance Disposal
• Provided supervision, training, motivation, and performance feedback to over 30
subordinates.
• Aided congressional dignitaries, while working along side of the United States Secret Service.
• Maintained a publications library consisting of over 17 thousand classified publications.
Education: Currently Enrolled at Arizona State University: BA: Film and Media Studies
Supervisory Management Course: Community College of the Air Force.
A+ Certification: CompTia
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