Customer Service Help Desk
Resume:
Edward Nicholson
acryu7@r.postjobfree.com
Euclid, OH 44123
OBJECTIVE:
Seeking a position as a Customer Service Specialist where my extensive experience will be further developed & utilized.
TECHNICAL QUALIFICATIONS:
• Assisted in training new customer service representatives and associates.
• Worked with new customers in the development of new accounts and implement Internet Services.
• Proficient with MS Office, IEX Call Center Software, AS 400, and all Windows programs.
TECHNOLOGY EXPERIENCE:
Customer Service Rep May 2012 to May 2013
Fox International Corp.
Beachwood, Ohio
• Provided technical support to Coby Electronics for TV's, Tablets, and all electronics, and basic technical questions.
• Received and responded to a high volume of telephone inquiries from customers and provided expert advice on using products.
• Provided all pertinent information to customers and documented it using the appropriate call-tracking systems to ensure first contact resolution.
Workforce Management Specialist/Customer Service Rep July 2001 to June 2010
Time Warner Cable Inc.
Garfield Hts, Ohio
• Monitored real-time call activity for all customer contact such as call center call volume, service level tracking, call handle-time, off phone time, outsourcer allocation and work schedules.
•Assisted in the development of departmental goals and procedures to ensure the overall efficiency of the department.
•Responsible for providing quality service to customers via phone in account maintenance, billing, moderate problem solving and modification.
•Upgrade, downgrade and reconnect video and HSD service. Answered billing questions, and also processed payments, made payment arrangements and balance accounts.
•Solve customer billing, video, and HSD problems within Company service policies and guidelines, utilizing approved procedures and basic product information. Also served as a customer service trainer as needed.
OTHER EMPLOYMENT EXPERIENCE
Help Desk Support-Envision Rx Options Dec 2014- May 2015
Help Desk Support- Revenir Nov 2013- March 2014
Accounts Manager – Hillman Fasteners
June 1999 – June 2001
Customer Service Sr.Lead– Marconi Medical Systems
June 1998-March 1999
Customer Service Trainer- Sears Logistic Services
March 1997-May 1998
EDUCATION
A.A.S. Degree in IT Networking, Bryant Stratton College, Eastlake, Ohio (Candidate for Graduation 11/2013
Coursework: Business Information Systems Principles,Hardware and Operating Systems,Fundamental Networking
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