Customer Service Representative

BRITTNEY WHITE

**** ******* **

CONYERS, GA *****

30094

404-***-****

PROFILE

● To obtain a position with a well-established organization with a stable environment that will lead to a lasting relationship within the technical field offering opportunity for professional advancement.

● Ability to work effectively in stress/high pressure situations.

● Enthusiastic team player possessing excellent leadership qualities. SKILLS

● Technology and Protocols: T CP/IP, HTTP, VOIP, VPN,

● Software, Applications, and Browsers: M icrosoft Word, Excel, Powerpoint, Bomgar, Remote Desktop, Citrix, Active Directory, Soti

● Email: Outlook all versions, Exchange, Lotus Notes, and mobile email

● Ticketing Systems: Siebel, Salesforce

A CCOLADES

● Meet and exceeded metrics annually

● 100% Csat customer satisfaction score monthly-Sprint

● Promoted to Sr. Rep within 9 months- Verizon Wireless EXPERIENCE

DoForms, Inc.®-Lawrenceville, Georgia

March 2016-present

Technical Support Specialist

● Create, update, monitor and close helpdesk (Zendesk) tickets accurately and promptly.

● Provide application support for existing customers via Live Chat

(Olark) while monitoring inbound calls.

● Initiate live demos/webinars containing doForms product information. (i.e pricing, plans, account setup

● Build mobile forms and design data lookup tables using Microsoft Excel application.

Telecom Coordinator/Desktop Support (contract)

FMLS

Roswell, GA

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February 2014 to May 2015

● Desktop/Helpdesk support for IT and familiar with the ticketing system.

● Internal employees only using ticketing system track-it Bomgar (remote software).

● In depth knowledge of P C operating systems and PC hardware troubleshooting and repair.

● Provide user desktop setup/Support for Windows including experience with Active Directory and networking issues.M anaged customer issues regarding Apple iOS products (iPhone, iPad, and iPod), questions regarding account security, iTunes billing and accessibility, and all facets of support regarding these Business Wireless Telecom Support

Sprint (call center)

Atlanta, GA

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May 2012 to April 2014

● Answers telephone and written or Internet-based inquiries of a technical or complex nature from customers regarding company products.

● Analyzes non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area.

● Handles problem resolution which may require follow-up and/or escalation to a higher level of expertise.

● Offer upgrade to older devices or problematic devices. Make best decisions for business needs.

Senior Telecom /Service Representative/Billing Specialist Corporate Verizon Wireless (call center)

Alpharetta, GA

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September 2010 to April 2012

1. Senior Customer Service Representative/Billing Specialist (Business and Consumer accounts)

● Provides overall customer service and satisfaction.

● Assesses needs and suggests/promotes alternative products and services.

● Responsible for retaining c ustomers making repeat customers

● Promotes Upgrading older devices to newer data based devices to increase revenue for company by adding data plan to account. November 2006 to Smokey Bones, Atlanta, Georgia

December 2009 S erver

● Responsibilities included serving and preparing guests food

● Taking orders answering the phone and supervising/team lead.

● Upsale. Offer Bar drinks, appetizers and desserts. EDUCATION

● Atlanta technical College- Associate in Computer Programming in progress

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