Customer Service Support

Peter Mon

**** ********* ***** **** ***** 214-***-****

Plano, TX 75074 **********@*****.***

Education

Collin County Community College

Continue Education Photography

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Plano East Sr. High

General Studies

Graduate 2003

Technical Expertise

Software – Proficiency in Mac OSx, Windows 95/98, Windows NT 4.0, Windows 2000 Professional, XP, Vista, and Windows 7. MS Office (Word, Excel, PowerPoint, Access, Presentation, and Outlook/Outlook Express). Hands-on experience includes, but not limited to, router configurations, along with in-home wireless networking and printer sharing.

Hardware (Computers) – (Apple Mac, Compaq, Dell, Gateway, HP, Lenovo, Samsung) Desktops and Laptops

Hardware (Routers) – 2Wire, ActionTec, D-Link, Linksys 802.11 b/g, and Westell

Hardware (Wireless) – Wireless USB Adapters and Wireless Cards

Mobile OS – Apple iOS, Android, Blackberry, and Windows Mobile

Networks – DSL, EDGE, FIOS, GSM, CDMA, VoWifi (UMA) and Wireless

Remote Access – Remote support

Systems – Windows (XP/Vista/7/8/8.1) and Mac OSx

Professional Experience

Samsung Electronics America Plano, TX (11/14 – pres.)

Quality Assurance

Conduct and Monitoring live calls for quality data

Analyze data to identify areas for improvement

Providing live calls weekly report trends to vendors

Creating and submitting QTips and Contents for Agents

Creating and submitting Agent Content Survey

Attend weekly QA calibrations that consist of reviewing agent’s calls to ensure the quality of the overall call for support given to the customers.

Reviewing and submitting MHC Scrub reports to vendors

Reviewing and submitting CSS/FCR reports to vendors

Review Happy Emails

Providing feedback and coaching opportunities to vendors for MHC’s and calls

Samsung Electronics America Plano, TX (1/12 – 11/14)

Sr Customer Relations Coordinator III

Deescalate End Users and provide resolution that provides customer satisfaction within Samsung Warranty and Policy boundaries

Identify and Troubleshoot Influencer calls in a professional manner and offer a Superior Customer Support Experience.

Support and enforce STA’s RMA warranty repair process.

Processed RMAs for devices.

Responsible for documentation and policy coordination for all escalated Consumer Inquires through STA Call Center Channel via phone, postal mail or email and assure that a proper and timely response is made.

Manage and report customer/ECR Dominican Republic Agent’s escalations, on how they influence or relate to negative product trends, customer experiences and overall dissatisfaction with Samsung

Travel to Verizon Wireless Call Center in California for floor support and training

Travel to Tempe Arizona for floor support

Samsung Electronics America Plano, TX (6/10 – 1/12)

Technical Support Specialist

Provide advance technical support assistance

Answer end-user e-mails request regarding product and services

Support wireless configuration for Wi-Fi HotSpots.

Escalate tickets after extensive troubleshooting.

Remote support to PC for connections to devices

Conducted software reloads and device configurations on GSM/CDMA devices (Android, Windows mobile)

Establish an open line of communication between customers and fellow associates of current or ongoing network related outages.

Guide customers through software reloads and device configurations.

Optimize browser settings for customers who need to access external sites w/Java embedded links.

Troubleshoot network and device dilemmas.

Perform walk through support for software upgrades and device maintenance

Travel to Colorado for Floor support

Verizon Wireless Plano, TX (2/08-5/10)

Customer Service Technician

Establish strong rapport and trust with customers

Program, troubleshoot and test cell phones and accessories

Instruct customers on proper use of cell phones and equipment.

Troubleshoot devices, Android, Blackberry, featured phones, wireless usb adaptor, wireless cards, notebooks

Conducted software reloads and devices configuration on CDMA devices(Blackberry, HTC, Motorola, Nokia, and Samsung)

Accurately document customer interactions in multiple platforms.

Perform opening and closing duties within Device support center.

Provide direction, training and support to other associates as need.

Provide a high level of technical customer services support at a Device support center.

Meet minimal sales goal for non-commissioned up-selling of accessories and enhanced features.

Travel to Atlanta GA for device and system training.

Travel to different store location for backup support.

Bank of New York (JP Morgan) Dallas, TX (9/07-2/08)

Data Entry Clerk

Organizing and maintaining control of incoming presentations.

Ensure presentations are scanned and ticketed daily.

Assist in reviewing of weekly reports used to track presentations.

Responsible for opening, time stamping, ticketing and imaging of daily mail presentations received from brokers and DTC.

Quest Medical Allen, TX (05-9/07)

Process Tech/Material Handler

Assisting engineers and quality with new products and tests.

Make MPS products such as heat exchangers (Product for open Heart surgeries) and check for medical fluids.

Assemble I.V. Tubing with supplies such as hockey, roller clamps

Pulling and packing products that needs to be shipped out

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