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Customer Service Management

Austin, Texas, United States
October 26, 2016

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Ashley Wilkins

**** ******* **, ******, ***** ***21 (M) 512-***-****


Seeking a position with a growth-oriented company offering advancements within the company.


Service-oriented Customer Service Desk with 10 years background in fast paced environment. Core competencies include complex problem solving, coordination, and critical thinking as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Skills Profile

Working knowledge of telecommunications/audio/network connectivity products and services.

Detail oriented with demonstrated ability to manage multiple initiatives concurrently in a high-volume aggressive SLA environment.

Advanced problem solving, analytical, and strong follow-up skills.

Ability to marshal resources as needed

Critical Thinking

Customer and Personal Service

Complex Problem Solving

Computers and Electronics

Management of Personnel Resources

Systems Analysis


Judgment and Decision Making

Systems Analysis


Judgment and Decision Making


Service Desk Dispatcher Coordinator 08/2014 to Current Nesco Resource/Black Box Austin, Texas

Receives requests and schedules/dispatches MAC/Break-fix cases utilizing Black

Box internal ticketing systems (Microsoft SL Dynamix/Solmon and Remedy ITSM ticketing systems).

Update customers and other stakeholders regularly on ongoing open MAC request/break-fix tickets

Receiving and managing 1st level inquiries and escalations from initial request throughout the ticket life-cycle to resolution.

Escalate and manage tickets to assure timely resolution.

Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.

Performs research to improve service levels.

Ability to meet multiple service level agreement requirements during the ticket life-cycle.

Performs other duties that may be assigned by management. Image Tech December 2013-June 2014 (Temporary Position) World Wide Technology Round Rock, Texas

Maintained records of hardware issues, performance and supplies.

Performed customer services on different firms’ departments and resolved hardware and software technical problems in the system elements after detailed analysis, including computer failures and software malfunctioning.

Performed pre and post migration checklist for the configuration of imaged desktops and laptops.

Retention Specialist March 2012- July 2013

Time Warner Cable Austin, Texas

Retain customers who wanted to disconnect their service and go with another provider.

Educated customer on the value of Time Warner services and also educating them on how other competitor services were compared to ours.

Research on competitors pricing and service to offer competitive offers to our current customers.

Find out how customers were using our services by asking questions so I could offer a better offer for them that cost a little more than what they were currently paying but added services.

Deescalated many calls, a lot of up selling. Correcting accounts if customers were promised something and had not received it. Provided credits on accounts if I saw fit, adjusted monthly rates, notated customer accounts, maintained and updated customers profile/s. I did have to hit a certain sales percentage every month.

Made outbound calls to ensure customers received whatever add-ons they were told they would get and also made sure to transfer calls to correct departments.

Educated on all services and products, current promotions, or when customers promotion would expire.

Customer Support Agent June 2009-May 2010

Sears Teleserv Call Center Austin, Texas

Setup customers for delivery, exchanges or repair

Searched internet or database for policies and warranties for customers inquiring about their product.

Updated customer information and accounts.

Ordered products, and/or parts for customers.

Customer Specialist February 2007-April 2009

AT&T Austin, Texas

Delivered customer satisfaction.

Responsible for assisting clients on account information.

Handled the responsibilities of conducting research and solving problems.

Assigned the task of providing product knowledge to clients.

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