Customer Service Technical Support

Daniel V. Ulshafer

**** ******** ***. ***. *** Las Vegas, NV 89102 602-***-**** acz5td@r.postjobfree.com

Objective: Seeking a Position with a Company that can utilize my Customer Service Skills, Leadership skills and my ongoing Technical Skills.

Profile

Highly motivated Customer Service Professional with 10+ years of experience working with Clients in various capacities. Talent for quickly mastering technology and the ability to train others on the Technology learned. Experienced in managing a Team of CS Agents and Technical Support Agents. Experienced working with and monitoring the work of Outsourced/International Agents to ensure the best quality of service is provided.

Areas of Expertise

Customer Service

Supervisor

Order Fulfillment

Trainer

Computer Savvy

Quality Assurance

Technical Support

Security

Dispatch

Professional Experience

CUSTOMER SERVICE/PROBLEM SOLVING

• Strong ability to communicate effectively with Customers and provide exceptional service.

• Troubleshoot routine problems with nonfunctioning electro/mechanical equipment or software applications.

• Handled and resolved billing inquiries for accounts that required adjustments.

• Handled Customer Payments

LEADERSHIP/TRAINER

• Managed irate Customer's calls that were escalate to me as a Lead.

• Monitored the performance of my team and provided coaching when necessary.

• Trained Tier 1 Reps on HD and DVR equipment and policies to become a Tier 2 Rep.

• Frequently interacted with Upper Management and wrote evaluations on Reps after Training Module was completed

QUALITY ASSURANCE

• Monitored the Customer and Employee interactions to ensure that our American and International Outsourced Agents provided our Customer with the best service possible.

o Monitored and helped improved the quality of Service provided by our Customer Retention Teams, Collections Team, Customer Service and our Saves Team.

o Ran and monitored the pre-calibration meetings for the Saves Team along with our Partner Companies Quality Assurance departments.

Employment History:

Bank of America DSS: Apr. 2014 to Present Las Vegas, NV.

Telus International CSR: Oct. 2013 to Apr. 2014 Las Vegas, NV.

Verizon Wireless CSR: Jan. 2013 to Jul. 2013 Chandler, AZ

APS/Ranstad CSR: May 2012 to Dec.2012, Phoenix, AZ.

AT&T DSL Tech: OCT. 2011 to May 2012 Las Vegas, NV.

Sprint BWTS Tech: Dec.2007 to Mar. 2011 Las Vegas, NV.

EarthLink Quality Specialist: Jun. 2006 to Sep. 2007 Atlanta, GA.

Charter Cable Company Retention Customer Service Rep/Lead: Aug. 2005 to Jun.2006

(Reduction in work force) Tulsa, OK.

DirecTV Customer Service Rep: Dec. 2004 to Jul. 2005 Tulsa, OK.

Decision One Customer Service Rep: Apr. 2004 to Dec. 2004 (Company lost contract) Tulsa, OK.

West Customer Service Rep: May 03 to Apr. 04 and Jun. 00 to Mar. 01 (Company lost their contract) Tulsa, OK.

TCIM Customer Service Rep: Dec. 2002 to May 2003 (Reduction in work force) Tulsa, OK

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American Digital Systems Dispatcher: Sep. 2002 to Dec. 2002 (Company went out of business) Tulsa, OK.

CCA (Corrections Corporation of America) Correctional Officer: Mar. 2001 to Aug. 2002 Tulsa, OK.

Snelling / Suntech Coach/Trainer: Oct. 1999 to Jun.2000 (Company went out of business) Tulsa, OK.

U.S. Air Force Air Crew Life Support: Jul. 1993 to Sep. 1996

Education: High School - Bridgewater-Raritan, Bridgewater, NJ Graduated Tulsa Tech--- Tulsa, OK E.M.T. Basic Training Course

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