Technical Support Customer Service

Ronald S. Humphries

*** ******* ***, *****, ** **306

(T)216-***-**** (E)*********@*******.***

SUMMARY OF QUALIFICATIONS

Proven track record of providing superior customer service

Excellent technical trainer with the ability to convey complex procedures to the layman or seasoned professional

Outstanding technical support rep with the ability to diagnose and troubleshoot common and rare issues on PCs and other digital equipment

Exceptional grasp of the most popular software applications including word processors, spreadsheets, databases, graphic design and layout, web design and presentation

Visionary and inspirational leadership in supervisory/management roles

Microsoft Office User Specialist – Advanced Skills in Access, Outlook, Excel, PowerPoint, Word and Vizio

PROFESSIONAL EXPERIENCE

PlusOne Communications, Akron, Oh 44306 2014-Present

Technical Support Representative

Provide Tier 1 support to PlusOne inbound customers on cable, internet and digital phone customers

Provide Tier 2 support to PlusOne customers on cable card installation and setup

Utilize Cox Communications billing systems and remote diagnostic tools such as ICOMS, HomeCert & Edgehealth

Upsell customers on services and hardware to enhance the customer experience

Bytes Back Data Recovery, Chagrin Falls, Oh 441**-****-****

Office Manager

Ensure retail area is opened and organized daily

Review and assign data recovery and computer repair jobs to technicians

Assist staff with computer repairs when job backlog was too large

Market new businesses through cold calling efforts and targeting PC user groups

Provide reports to owner to illustrate open and closed job orders and customer satisfaction surveys

Universal Electronics, Twinsburg, Ohio 44087

Data Analyst 2010-2012

Provide customized reports to UEI customers in Excel which detailed Inbound/Outbound technical support calls performed by UEI technical support staff

Created method of reducing repeat calls to UEI customer contacts by utilizing databases to scrub lists.

Setup and maintenance of Interaction Intelligence ACD/Outbound Dialer

Supervisor 2007-2010

Manage staff of 60+ inbound/outbound technical support reps

Provide reports to reps and management detailing campaign and individual performance

Perform interviews for new staff and perform disciplinary actions for poor performance

Explain campaign performance and reporting to UEI customers via email correspondence, phone and in person

Technical Support Rep 2006-2007

Troubleshoot cable and network related issues for UEI customer contacts via inbound/outbound calling

EDUCATION

Chamberlin High School, Twinsburg, Ohio 44087 1983

Franklin University, Columbus, Ohio 43215 1985

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