Customer Service Technical Support

Glenda Callan-Lackey

702-***-**** *********@*****.***

Customer Care Technical Support Escalations

After 12+ years recognized for providing world class customer care, technical support in the call center environment. Because of the multiple positions and titles held easily adapt to change. Diversified experience in many tools and databases and learn them quickly. Recorded calls were used in house training as an example of how a call should be handled. Transition and evolve with my company with ease and grace.

Wireless Devices

CompTIA A+

De-escalations

Professional Experience

Sprint Business Wireless Advanced Technical Support Las Vegas NV. 2011-2013

Answered calls, troubleshot, and resolved technical issues and wireless solutions for corporations and small businesses. Smart Phones, lap tops, wireless base phones, almost anything that contained a Sprint chip we were the last level of support for hundreds of devices. Accomplished solutions by researching accessing and creating many tools and resources. Maintained high level of customer satisfaction, complied with all company polices requests, metrics and needs. Embraced the Sprint Brand.

Sitel Outsource Call Center Las Vegas NV 1999-2008

Technical Support

Answered calls in a timely manner

Resolved technical, billing, customer service issues.

Found gracious resolutions for extreme situations,

Maintained high level quality metrics

Accomplished customer and employer satisfaction by working closely with coworkers and other departments as well as independently.

Medco Health, Las Vegas, NV 2008 – 2009

Customer Service Representation

Answered Customer Calls, Researched Medical Insurance, Ordered Medication

Rich Custom Jewelry Current

Gather and record details on items including weigh measure research picture and List on eBay. store .Answer customer questions via email. Package and ship items sold.

Shop inventory. Assist with computer systems and forms.

Education and Professional Development

Sitel IN HOUSE Certifications:

Adobe Software Customer Service Sony PlayStation Technical Support

Bellsouth DSL Customer Service EarthLink Internet Technical Support

Bellsouth DSL Reports/Data Entry Logitech Peripherals Technical Support

Bellsouth DSL Corporate Escalations Directv Satellite Equipment Technical

Dell Computer Technical Support Verizon Wireless Customer Service

Tech Skills of CA, Las Vegas Campus, NV, 2010-2011

CompTIA A+ Certified

MS Word, MS Outlook, MS Excel

Graduated with 4.0

Douglas Collage Las Vegas NV, 1998 Computer Repair Basics

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