Customer Service Technical Support
Resume:
Dawn. C. Cortes
Bethlehem PA *****
Mobile Phone: 610-***-****
Profile: I have strong social perceptiveness, Being aware of others' reactions and understanding why they react as they do. I'm always looking for ways to help people. I have skills as a day care provider. I also have the ability of adjusting actions in relation to others' actions. I use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. I also have the ability to work independently or as a team. I have extensive experience in customer service and technical support. I can work overtime, weekends, and holidays as dedicated by the needs of the business.
01/25/12-Present Resources for Human Development, Inc 484-***-****
630 Municipal Drive, Nazareth, PA 18064
Director: Robert Reitenauer
Residential Support Staff On Our Way
Transfer to on our way program from on our own 1
Transport clients to locations outside the home, such as to physicians’ offices or on outings using a motor vehicle.
Participate in case reviews, consulting with the team caring for the client, to evaluate the clients needs and plan for continuing services.
Administer bedside and personal care, such as personal hygiene assistance.
Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor.
10/20/11-12/14/11 Resources for Human Development, Inc 484-***-****
3895 Adler Place, Building A, Bethlehem PA 18017
Arlene Gomez
HYPERLINK "https://darwin.rhd.org/jobs/viewad.aspx?ID=3020" Residential Support Staff On Our Own 1
Responsible for the support and enhancement of the quality of life of individuals served, by assisting in day-to-day activities that promote positive outcomes.
Duties include, but are not limited to, providing instruction, assistance, and role modeling in life skill areas of leisure time, financial management, accessing community resources, shopping, and vocational development.
I worked with individuals with mental illness in residential settings. I also administered Medication to our clients.
02/28/11-10/07/11 Receivable Management Services. Jr. Agent/Customer Care Representative
Made outbound calls and answer incoming calls to collect outstanding debt.
Research outstanding invoices prior to making collection calls. Understanding the customer’s business and its customers.
Gather data and documents proper systems per customer requirements.
Responsible for basic customer/team communication. Via e-mail, memos, voicemails, etc.
Responsible for productivity enhancements. As well as other duties as assigned.
01/19/10-07/25/10 Manpower, Bethlehem, PA
U-Verse Order Processing Specialist for AT&T.
Identify customer upon initial call, access accounts through Citrix.
Provide answers and information using established AT&T specific programs such as:
Access and process orders, up-sale and cross sale.
Work as a team to ensure one resolution.
Read customer orders and product pricing and be able to explain it fully to the client.
Answer any and all questions relation to online orders and products.
Detailed comments of accounts, handle a continuous call stream.
Processing online orders, have extensive knowledge of all u-verse markets.
Maintain an average call length of 5-6 minutes, safeguard customer account information.
05/19/09-12/29/09 Flextronics, Allentown, PA
Retail Wireless Customer Service Associates
Provide face-to-face frontline customer support and accessory sales in the technical service department of a major wireless carrier's retail location.
Meet minimal quota for non-commissioned up-selling of accessory equipment such as phone chargers, ear pieces, enhanced features, etc.
Establish strong rapport and trust with customers.
Program, troubleshoot and test cell phones and equipment.
Instruct customers on proper use of cell phones and equipment.
Analyze repairs and schematics to determine if extended repair is needed.
Exchange cell phones and process all warranty claims.
Accurately document customer interactions in multiple platforms.
Perform opening and closing duties within the technical service department.
Provide direction, training and support to other associates, as needed.
02/28/02-02/08/09 T-Mobile USA, Allentown, PA
Technical Support Tier III/Wireless Data Group/Blackberry Support.
Answering/Handling all GPRS billing issues.
Manning the Technical Support queue line.
Manning the Wireless Data Group Queue.
Manning the PDA Group Queue.
Staying current with email notification regarding network issues.
Gathering of information to be reported within a Remedy trouble ticket.
Assisting Customer Care in times of need by answering calls in 201 skill.
Completing iStream tracking form in remedy for tracking and reporting trends.
Utilizing streamline to assist customers with iStream related issues.
Utilizing all one-line resources/tools (i.e. ALR, HLR’s and MVP’s via crosstalk and SMR) to troubleshoot and diagnose trouble tickets for resolution and/or preparation for trouble ticket to be passed onto the trouble ticket team and/or OSC.
Keeping aware of possible trends which develop and reporting these findings to the supervisor for tracking.
Transfer calls to Wireless Data Service (Europe) when scope of problem is beyond the scope of WDG’s Knowledge.
09/16/01-02/28/02 VoiceStream Wireless, Bethlehem PA
Technical Support Representative
Provide excellent Technical Support and repair services to VoiceStream mobile subscribers.
Support and assist Customer Care Representatives and Managers regarding technical matters. Care and Sales channels, troubleshooting to rule out user error or defective user equipment (handset/SIM, ect.), and the subsequent routing of a trouble ticket to proper switch site/NOCC or Engineering Group if/when applicable only when a network problem is determined to be the probable cause.
09/11/00-09/16/01 VoiceStream Wireless, Bethlehem, pa
Universal Customer Care Representative
Identify customer upon initial call, access accounts through Samson.
Provide answers and information using established VoiceStream specific programs such as: Access and calculate balances.
Work as a team to ensure one resolution.
Read customer bill and be able to explain it fully to the client.
Answer any and all questions relation to particular handsets.
Detailed comments of accounts, handle a continuous call stream.
Post customer payments, have extensive knowledge of all markets.
VoiceStream intranet, SIM card request, Trouble-Ticket system, screen print.
Maintain an average call length of 5-6 minutes, safeguard customer account information.
02/21/00-07/13/00 Aetna UA Healthcare, Allentown, PA
Claim Benefit Specialist.
Proof entire claim submission to determine review or apply medical necessity, coverage benefits, discrepancies, and cost containment procedures to adjudicate the claim.
04/10/97-02/18/00 Muller Data, New York, NY
Taxable Bond Account Administrator
Familiarized with Bloomberg and Telerate.
Submit audit jobs to mainframe and UNIX base systems.
Responsible for running historical price histories against Muller price database.
Preserve client relations and tend to a large volume of telephone calls, support taxable evaluators by researching all new corporate bonds issues, by contacting clients for additional information.
Maintain and update client portfolios, setup bond and money market securities in the system to price.
08/10/97-01/10/98 Muller Data, New York, NY
Technical Support
Experience with Host Presenter and FTP.
Experience with VAX procedures and commands.
Experience with restoring portfolios and handling transmission inquires.
Contact this candidate