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Customer Service Technical Support

Location:
Fort Worth, Texas, United States
Posted:
October 13, 2016

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Bridgette Moblin

**** ******* ***** ******

Fort Worth, TX 76120

Phone#: 817-***-****

Professional Summary

Technical Support Analyst with 14 years of experience in Customer Service and Help Desk Support and Sales. Qualifications include the ability to balance team and individual responsibilities. Proven ability to contribute to a positive team environment. Exhibits a positive and pleasant spirit with an excellent worth ethic. Successful in problem solving and resolving issues in an accurate and timely matter with a high level of customer satisfaction. System Experience: P 2k, Clarify, Impact Activew, Premiere, Logistics Management System, Service Management System, Comverse Voicemail and Paging Systems, Service Housing Record Locator, Premier Billing System.

Us Bank/Help desk specialist

1255 Corporate drive Irving TX

Start date March 14, 2016

End date May 6, 2016

ATM support worldwide

problem solving and implementation efforts for specific technology products or applications. Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services. Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems. Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers. P rofessional Experience

E WTS/Enhanced Wireless Technical Support – 2010 – October, 2014 S print Fort Worth, TX

Performed technical support for Corporate clients and complex customer service functions. Reviewed issues and trouble tickets with Telecom Managers.

Worked with difficult activation and ensured that all issues were resolved in a timely manner.

Resolved billing issues and technical problems surrounding call completion difficulties and handset features.

Performed troubleshooting of handset and network issues.

Created trouble tickets and tracking records and ensured that customer issues were resolved meeting Sprint expectations.

A irave Tech support / SDG October 2008 – March 2010 S print Forth Worth, Texas

Assisted customer with connecting their Airave device to their router. Used Log Me in to open ports and DMZ their router.

Worked with ISP verifying the connection speeds to determine that bandwidth speed and to ensure great call quality when making and receiving calls.

Served as SDG/WTY replacement.

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Trouble Specialist III / Business Product Help Desk – 2002 2008 Sprint Fort Worth, TX

Served as a Trouble Specialist III for the consumer with responsibility for performing a variety of complex customer service functions. Reviewed issues and trouble tickets with Telecom Managers that are sent to Network Fix Agents for resolutions.

Contacted customers for resolution of billing problems, account activation, account changes, and technical problems surrounding call completion difficulties and handset features, and product rate plans.

Conducted on job training for less experienced specialists.

Worked directly with internal and external customers in troubleshooting handset and network issues.

Created trouble tickets and tracking records, ensuring that issues are resolved in a timely manner to meet customer & Sprint expectations.

Assisted external and internal customers, both inbound and outbound with difficult activations, handsets, voicemail, roaming & paging trouble reporting and network transmissions issues.

Escalated trouble tickets internally and externally to reduce off line time and also act as a Liaison to resolve problem issues.

Assisted with Customer Care overflow calls.

Customer Service Sales 2001 2010

Sprint PCS Fort Worth, Texas

Performed administrative functions related to servicing new and existing customer base.

Served as primary point of contact for customer communications at the Spring PCS stores.

Responsibilities included Cash Asset management, daily cash balancing, and reconciliation. Maintained control of assigned cash and cash drawer.

Processed payments for service equipment and accessory purchases.

Assisted customers in warranty issues and exchanges utilizing knowledge of service pricing and features offered by Sprint PCS. .

Knowledgeable of features and operations of phones and accessories.

Maintained etiquette and ethical behavior in customer and employee communications and ensured that all store inventories are processed in point of sale system. Integrated Customer Care / Red Hat Support 2000

S print PCS Fort Worth, Texas

Resolved customer concerns regarding products, services, features, accessories and equipment. Also resolved billing issues.

Assisted customers with combined personal and business billing.

Provided Red Hat Support and assisted the Customer Service Advocates with multiple calls.

Significantly improved customer service in gaining Sprint vision with first call resolution for the following locations: Charlotte, NC, Tampa, FL, Shreveport, LA, Fairfield, OH. Sales Representative 1990 1996

G ordon’s Jewelry, Fort Worth, Texas

Specialized I the sales of diamonds, rings, necklaces, and bracelets.

Interacted with customers and providing consultations on the cut and worth of various types of diamonds.

Processed cash and credit transactions and received commission on sales. Page 2

Education

Tarrant County Jr. College, Fort Worth, TX (Certificate of Completion – Data Processing & Excel, 1997 1998) Page 3



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