Sign in

Customer Service Technical Support

Kannapolis, North Carolina, United States
October 20, 2016

Contact this candidate


Heidi Clubb **** Stillwater Ct NW Concord, NC 28027 704-***-****


Upcoming Rowan-Cabarrus Community College graduate offering a strong academic background in IT combined with excellent experience as a help-desk analyst.

Consistently recognized for technical skills used to rapidly and cost-effectively resolve challenging issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.


Rowan-Cabarrus Community College

Current Student

Associate in Information Technology

Cabarrus College of Health Science


Certified Nursing Assistant I


ACN, Inc. 1000 Progress Place Concord, NC

Total Care Agent 10/2015 – Current

Take inbound troubleshooting and billing calls for Sprint, Verizon, and T-Mobile

Back up chat agent for all three networks using Moxie chat system and EMC VOIP

Working as internal help desk to resolve tickets submitted by peers. Ticket types include executive escalations, customer callbacks, warranty replacements, unresolved device issues, network issues, and more.

Assisted in launch of T-Mobile network to Flash Wireless.

Assisting management in learning how to use new software platforms in real world application

Mentoring new agents after nesting period


oKudos from customers on a daily basis

oHigh CSAT Survey scores, never under 93%

Carolinas Rehabilitation - CMC 1100 Blythe Blvd Charlotte, NC

CNA I – Traumatic Brain Injury and Oncology Rehabilitation 06/2015 – 10/2015

Providing patient care; bathing, grooming, toileting, dressing, feeding, oral care, and more…

Charting and recording status of patient, vitals, intake and output, blood glucose

Answering call lights and unit phones

Assisted therapist with initial assessments as well as regular sessions


oPress-Ganey Award for Customer Service

Latrobe Hospital 121 W. 2nd Ave Latrobe, PA

Technical Partner – Cardiac and Critical Care Unit 06/02014 – 12/2014

Patient care; bathing grooming, toileting, dressing, feeding, and oral care

Answering call lights and unit phones

Responding to emergency lights and codes called

On call EKG technician during after hours


oFormal recognition by co-workers and management for work with patients and teamwork

PA Mentor 90 W. Chestnut St Washington, PA

Direct Service Provider I 02/2014 – 06/2014 12/2009 – 07/2010

Assisting patients with daily grooming and hygiene routines

Transporting patients to and from appointments, employment, and community activities

Tracking all patient activity and progress towards goals via daily journals

Setting goals for rehabilitation and independence with case managers and patients

Ensuring patients successfully integrates into the surrounding community

Sprint Charlotte NC

EDQ Specialist 11/2011 – 05/2012

Provided an escalation point for customer credit requests

Troubleshot a wide range of devices on the sprint network

Monitored the cell network and reported issues to engineering

Followed up with customers to make sure previous issues were 100% resolved

Teleperformance 111 Roberts Rd Grindstone, PA

Supervisor for Apple Support Team 11/2006 – 06/2009

Offered excellent customer service in a pleasant and professional manner

Assisted in-house staff by solving internal and external concerns or issues

Participated in meetings with other departments on how to raise team statics

Created and utilized methods to effectively keep agents trained on new products

Responsible for researching and updating the knowledge base with resolutions to common issues

Created documentation on new policies and procedures

Monitored a team of agents for consistent quality to exceed client expectations

Assisted in launching iPhone, iPod Touch, and MobileMe (iCloud)


Average typing speed of 50 WPM

Provided a leadership role in a team environment

Trained others in the use of applications and in technical support methods

Excellent troubleshooting and logical problem solving skills

Demonstrated ability to meet deadlines, and set priorities

Highly inquisitive, creative and resourceful

Contact this candidate