Technical Support Customer Service

Phillip D. Bouie

**** *. ********, *** *******, Texas 78201

Phone: 832-***-****

Email: acyqib@r.postjobfree.com

Objective:

To provide a world class customer service experience to all of the company’s customers; external and internal.

Professional Experience

BCForward - Accenture - San Antonio, TX.

Service Desk Agent - October 2016 – January 2017- Provided first level support for the state of Ohio Medicaid services. Duties included answering first-level support questions, resetting passwords, unlocked account profiles, and routing calls to the correct helpdesk services. Created trouble tickets for resolution with Tier 2 departments and followed up on aging tickets either resolving, closing or resubmitting ticket to appropriate departments.

Integrity Work Solutions - Aetna Healthcare – San Antonio, TX.

Care Coordinator (WMC) - June 2016 – September 2016 – Worked with Aetna nurse to complete initial workman compensation reports from injured employees calling into nurse triage line. Located approved emergency care for injured employee and necessary paperwork to receive care.

Volt Workforce Solutions – Applecare - San Antonio TX.

AppleCare Technical Support – March 2016 – June 2016 – Provided level one technical support for Apple products. Included password resets, basic navigation of Apple website, setting up in-store visits.

Signature Consulting - Pearson – San Antonio, TX.

Technical Support Specialist/Helpdesk Level 1 - July 2015 – December 2015 – Provided technical support to Pearson assessment customers, including teachers, school administrators, curriculum coordinators, and technical staff as well as healthcare providers with information, instruction and/or resolution to technical related questions. Support provided via email, telephone and remote access. Issues consisted of password resets, system setups, account updates, and general inquiries on Pearson assessment software and PC support (Windows and Apple). Escalated unresolved issues to next tier of support or to the appropriate department.

Medtronic – San Antonio, TX (2011-2015)

Operations Supervisor - December 2011 – June 2014 – Supervised team of 15 – 20 SMT agents. Provide guidance on team standards for Customer Experience Excellence, quality, use of best practices, and team/field communication. Ensure team compliance with all legal and regulatory requirements. Work with Manager and team analysts to monitor and evaluate team performance data to leverage areas of strength, address areas for improvement, and ensure department goal achievement. Provide Reps with regular reports regarding performance. Manage individual performance as needed by providing constructive feedback and action steps for improvement. Administer work schedules and processes to ensure adequate staffing/territory coverage, exceptional transactional quality, and unsurpassed responsiveness in all activities. Provided assistance with interviewing prospective employees as needed.

Team Lead/Senior CSR-Call Center – Aug 2011 to December 2011 and June 2014 – January 2015 – Assisted immediate supervisor with team agenda and goals as well as tracking stats and productivity for team. Assisted with training classes and daily reports. Assisted call center representatives with escalated calls and procedure issues. Received and resolved escalated customer issues and complaints.

CSR (Sales Order Supply) – Jan 2011 to Jun 2011 – Assist patients with taking the diabetic supply orders. Ensure patients order are correct and informed patients of any required documentation and procedures.

Further employment upon request

Education

San Antonio College - Part Time - August 1996 – 2000

New Mexico Military Institute - August 1988 - May 1989

Skills

Proficient with various versions of Windows; up to and including Windows 10. Familiar with most computer hardware as well as help desk procedures and troubleshooting techniques. Knowledgeable in Networking, MS Office including Word, Access and Excel. Some experience with Network Admin. Familiar with assorted software programs including several ticketing software such as Remedy, SAP, and Salesforce. Familiar with Apple products such as IPad and Mac and familiar with multiple mobile platforms such as Windows Phone, Android, and IPhone.

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