Anthony Herndon

P: 678-***-**** ad07dy@r.postjobfree.com

Professional Summary

A customer-oriented professional with nine years of inbound and outbound call center experience. Excellent communication and problem-solving skills coupled with the initiative and accuracy to provide exceptional customer service. A committed and flexible team member who consistently achieves performance objectives and thrives in a fast-paced environment.

Skills

SelfAssertive DataEntry

TimeOriented IssueResolution

Courteous TeamPlayer

Troubleshooting Positive

MSOfficeProficient FastLearner

A+Certified

Work History

Cricket Wireless

Retail Support Helpdesk Agent 2022-2023

Serve as the first contact for employees who need technical assistance

Troubleshoot, diagnose, and resolve technical issues using different techniques

Provide quick resolution and excellent customer service

Redirect unresolved issues to the next level of support personnel

Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting and resolutions.

State of Michigan UIA & Maryland Dept of UI/ Accenture/ Vdart

Customer Service Representative 2021-2022

Assist unemployment claimants via phone or chat platform

Answer questions regarding the programs, claims, and processes perform general unemployment claim management tasks.

Resolve claimant issues and escalate claimants to proper departments

Read and interpret documents related to unemployment claims

Chime Solutions

Sales Representatives 2020

Contacting potential or existing customers to inform them about a product or service using scripts. Answering questions about products or the company.

Asking questions to understand customer requirements and close sales.

Total Systems Services

Customer Service Representative 2017-2019

Listen to and provide for customers’ needs and concerns

Administer information about products and services

Process payments and provide billing information

Review and make changes to customer accounts

Record details of customer contact and actions taken

Handle sensitive customer information, as well as provide security for client accounts

Stellar Fleet Transportation Services Vehicle Transporter 2014-2017

Deliver vehicles to various locations for company clients.

Old Navy Clothing Co.

Facilities Maintenance/ Logistics Sales Floor Support 2007-2014

Maintain store fixtures and facilities

Process incoming company merchandise to sales floor.

Assist company customers.

Encompass Group

Help Desk Analyst 2007

Provide remote and hands on technical support for company employees

Provide problem analysis and resolutions on hardware and software computer related issues.

Create and manage user accounts, groups, and company resources via Active Directory and SMS.

Install, configure, and upgrade subsystem components, system modules, addresses, ports, devices, boot sequence methods, operating systems, and managing drivers.

Log, edit, track, and resolve work tickets.

Computer Generated Solutions

Help Desk Support Agent/ Escalation Team 2003

Troubleshoot, problem solve, and order necessary parts for the repair of computers for company customers, technicians, and fellow help desk associates in a high volume call center atmosphere.

Assist customers with warranty information to evaluate needs and determine best options.

Resolve conflicts, issues, or concerns customers may have by remaining empathetic to their perspective, and exhausting every effort possible to meet their needs.

Dispatch field technicians with information of failing issue and necessary parts to repair computers for customers.

Log, track, edit, and resolve work tickets.

Booth Research Services

Call Center Specialist 1999

Gather information by interviewing target groups, via outbound calls, for the marketing purposes of top name companies.

Education

Omnitech Institute, Decatur, Georgia

Computer Technology, 2003

CompTia A+ Certification

Savannah State University, Savannah, Georgia

Psychology, 1996

Redan High School, Stone Mountain, Georgia

Academic High School Diploma, 1994

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