Charles R. Monaco 954-***-****

Hollywood, FL ***20 acxvbc@r.postjobfree.com

www.linkedin.com/in/charlesrmonaco

Client Tech Support / Customer Services Rep

Goal oriented, technically adept, and customer focused. Expert First level and Advanced technical support with first call resolution. Excels in communicating technical terms and concepts to customers, associates and management on all levels.

A low 10-12% supervisor call rate. High ratio of successful customer retention. Quality centered.

Software skill set: Windows, Android, IOS and other Cellular O/S (CDMA and GSM).

Exposure and experience with Microsoft Office and LogMeIn software.

Experience: Teleperformance (The Answer Group), North Lauderdale, FL

11/1998 - 04/2016 Customer Service, Technical Support Representative

Clients supported: (in chronological order)

Sprint-(06/06-04/16) National provider of CDMA cell phone and wireless internet services

Experienced in first level and advance tech support

Increased issue resolution on a time sensitive basis by as much as 25 % in an agent performance comparison.

Also responsible for 150 to 200 thousand dollars of customer retention value annually.

Handled 2000 calls monthly (both inbound and outbound).

75-80% First call resolution.

Cited by corporate client for above average customer satisfaction six times

HughesNet-Satellite Internet Provider (a division of EchoStar)

Provided customer service and support for our customers on an Enterprise level which included remote dispatches, tier 1 support and 1st call resolution.

Average call time 7 minutes.

E* Trade-Internet based stock broker and financial services provider.

Market volatility and day trading lead to a higher rate of service calls, sometimes exceeding 100 or more calls a day.

Served as back up supervisor at times of need adding to service efficiencies by 10-15%.

Registered with SEC clearance

Technician of the Month once

Charles R. Monaco 954-***-****

Hollywood, FL 33020 acxvbc@r.postjobfree.com

www.linkedin.com/in/charlesrmonaco

AT&T (Bellsouth.net)- Dialup and high speed DSL internet provider

Provided time sensitive technical support issue resolution, and improved escalation follow-up by cutting response time by 15%

Increased customer satisfaction15 to 20%, aiding in a consistently high standing

Rated in the top 10-15% among fellow technicians.

Familiar with LogMeIn system support software

Sony Ericsson- Original equipment manufacturer (OEM) of GSM based cellphones and equipment.

Expedited handset replacement and end-user problem resolution.

Tech of the month once.

Gateway-OEM Computer Manufacturer

First level troubleshooting and problem solving 100-120 calls (3 day shift)

Instrumental in increases of issue resolution during times of operating system transition (Windows 95 to 98).

Previous Experience:

lDlS Corporation, Pompano Beach FL- Citrix Sales Support

H&R Block, Hollywood FL-Senior Tax Preparer, 4 years

Edutech-Pembroke Pines/Davie-IT Education Sales

Volunteer:

IDF-Immune Deficiency Foundation Walk-Hollywood North Beach Park 11/20/16

2016 Walk to End Alzheimer’s-Broward County-Hollywood North Beach Park 10/22/16

Miami Dolphins Special Teams (Miami Dolphins Foundation) Hard Rock Stadium-Miami, FL October 6, 2016 - Present.

Bonnie J. Addario Lung Cancer Foundation 5K and Walk, Hollywood Beach, FL 9/18/16

Hollywood Jaycees Back to School Shopping Spree-Kmart Hollywood, FL 2013,2016

13th Annual Back to School Health & Wellness Fair-Washington Park, Hollywood FL 8/20/16

Education:

Mercy College, NY -B.A. Journalism and Media (Phi Theta Kappa)

Elizabeth Seton College Yonkers, NY, A.A.S Radio and TV

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