Customer Service Information Technology

Slyretta Simpson

**** ********* **. **- **********, AL 35802 - 205-***-****

Email: ************@*****.***

Objective:

To secure an entry level position that will allow me to utilize my knowledge, skills, and training as an engineer. Willing to travel and relocate anywhere.

Education:

B.S. Electrical Engineering, Minor: Computer Engineering..Alabama A&M University, Normal, AL; May 2006

Experience:

Verizon Wireless

03/08 - 9/16 Customer Advocate

- Ability to handle inbound customer calls and provide great customer service

- Conducting Tier 1 troubleshooting when customers require device assistance

- Handling equipment troubleshooting, call handling, billing, service and equipment inquiries and other customer transactions

- Handle own customer escalations and minimize option to transfer call

- Listen and respond appropriately to all customer interactions; empathize and acknowledge customer to create trust and partnership

- Use negotiation skills and problem solving to resolve customer billing concerns

West Corporation

09/06 - 03/08 Customer Care Representative

- answer calls for Cingular Wireless and At&t business oriented customer care

Benchmark Electronics

05/06 - 09/06 Debug/Test Technician

- Altering memory locations

- Tracing program execution

- Troubleshooting and performing other tasks

Mcdonalds Corporation

08/03 - 05/06 Shift Manager

- Responsible for planning pre-shifts

- Managing the operational floor

- Ensuring customer satisfaction

Alabama A&M University

08/02 - 08/03 Public & Information Technology Center- Student Assistance

- Assist in writing up or typing circulation reports and correspondence

- Asst with collection development activities as assigned, etc

Skills and Training:

- Senior Engineering Design Project I&II, Phasor Circuit Simulation - Developed

Matlabe programs to solve phasor circuits for Node analysis, Mesh andalysis, and Network theorems.

- Toyota Motor Manufacturing, AIDT Pre-Employment Training 36 hours

- Walt Disney World College Program, Engineering Professional Development Study

- Ducktorate Degree, Disney Organization Leadership Coarse

- Computer Skills: MS Word, PowerPoint, Corel Presentation, Matlab, Multi- Sim, C-C++

Other Activities/Awards:

- Council Hall Stepping Divas, Vice President (2004)

- Dormitory, Vice President (2004, 2001)

- Eta Kappa Tau Engineering and Technology Fraternity (2002)

- Order of Eastern Star (2002)

- Honor Roll (2002, 2000) Deans List (2001)

References: Available upon request

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