Customer Service Technical Support

Objectives

Customer Service professional seeking a management role. Skilled in training staff and establishing with clients. Self – motivated with exceptional communication and computer capabilities.

Skills

Administrative Support Specialist

50 WPM Typing Speed

Professional Phone etiquette

Pleasant demeanor

Flexible

Creative problem solver

Training development aptitude

MS Office proficient

Experience

Centene Corporation (Prestige Staffing), Tyler, Texas

July 2014 – January 2016

Lead of Call Center Operation/ Data Analyst

Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

Provided statistical and performance feedback and coaching on a regular basis to each team members.

Responds to and resolves employee relations issues expressed by team members.

Entered numerical data into databases in a timely and accurate manner.

Suddenlink Communications, Tyler, Texas

April 2013 – July 2014

Technical Support Professional

Answered incoming customer calls and provide assistance for email creation, signal testing, modem/filter set-up, cable and internet troubleshooting.

Interacted and coordinated with other departments to resolve customer issues.

Time Warner Communication, Farmers Branch, Texas

June 2012 - November 2012

Technical Support Professional

Activate, upgrades, downgrades, transfer and reconnects service. Answers basic billing questions (such as non-pays) and process payments.

Provide quality technical support to customers and to installation and service personnel who are having problems using the company’s products.

Suddenlink Communication, Tyler, Texas

January 2011 – April 2012

Technical Support Specialist / Customer Satisfaction Team

Provided product and customer support for products, and services.

Resolved advanced product problems using know information and personal knowledge.

Assisted with hiring process for new candidates.

CSI (Spherion Staffing), Kilgore, Texas

October 2010 – December 2010

Machine Operator

Making sure machine runs properly

Boxing plastic items, securing them for them to go on the conveyor belt

Sadler’s Smokehouse Ltd, Henderson, Texas

May 2010 - October 2010

Boxing Line

Boxing, stacking and labeling meat for shipping.

Bradshaw State Facility, Henderson, Texas

January 2010 – May 2010

Line Supervisor

Monitored and maintained material and food entering and leaving the lock up areas.

Provided and maintained a safe work environment.

Created schedules for inmates to work in designated areas.

Convergy’s Corporation, Longview, Texas

August 2007 - July 2009

Associate Trainer

Conducted training for newly hired operational team members on core systems, processes, and applications

Delivered training using multiple mediums - classroom, webinar, blended learning approaches

Delivered continuing education, up skill, and performance improvement training as necessary for Texas, North Carolina and Canada locations

Provided feedback on a trainee’s performance to Operational Leaders

24Seven Call Center, Longview, Texas

June 2005 – August 2009

Operations Manager

Managed daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

Accomplishes call center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

SITEL, Longview, Texas

November 1998 – June 2005

Associate Trainer

Training new and existing customer service representatives

Team Manager (TM) - Coaching and helping CSP's troubleshoot the calls

Traveled to other centers i.e. India & Georgia to assist with training and implementation.

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