Customer Service Help Desk

CALVIN L. MALDEN

Address: Davenport, Iowa • Phone: 563-***-**** • Email: ad0s4q@r.postjobfree.com

NOVEMBER 2021 - PRESENT

TECHNIAL HELP DESK, KONE, MOLINE, ILLINOIS

• Help field technicians troubleshoot their peripherals connected to elevators and escalators so that the devices stayed connected 24/7 to report live data back to KONE.

• Create tickets for field technicians to engineers using Sales Force.

• Walked field technicians through downloading and updating the elevator/escalator’s firmware.

• Program phones for field technicians to the elevators so that they would operate 24/7 incase of elevator entrapments or other emergencies.

JULY 2020 – OCTOBER 2021

CUSTOMER SERVICE REPRESENATIVE, VERIZON, Alorica, California

• Highly professional—dependable, reliable and able to perform duties with minimal supervision

• Productive relationship builder; excelled at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer;

• Responded to customer inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders;

• Strived for quick compliant resolution;

• Exceled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

JANUARY 2020 -JULY 2020

TAX CUSTOMER REPRESENTATIVE, TURBO TAX, Alorica, California

• Assisted with tax preparation and filed forms ensuring accuracy of forms before submission

• Built relationships with customers by explaining the intricacies of the tax process and explaining customer eligibility for certain tax credits.

• Listened attentively to customer needs to ensure a positive customer experience.

• Worked closely with client to obtain personal information regarding potential deductions, educational grants or other allowances

• Informed clients of important paperwork and documentation needed to complete tax return properly MAY 2017-NOV 2019

DIAGNOSTIC TECHNICAL AUTHOR, ALMON INC., East Moline, Illinois

• Wrote step-by-step diagnostic procedures for all systems on assigned machines (Electrical, Hydraulic, Pneumatic)

• Worked well in a team environment doing peer reviews to minimalize inaccurate content.

• Wrote a theory of operation for all systems on assigned machines. FEBRUARY 2016 - MAY 2017

TEST TECHNICIAN, KAUFFMAN ENGINEERING, Davenport, Iowa

• Test and complete production circuit boards and paperwork.

• Document test procedures and revision changes with Quality Technicians and other Test Technicians.

• Used a variety of hand tools including solder iron, magnifying visual aid, calipers, gauges and other measuring tools.

Education

MARCH 2005-MAY 2007

COMPUTER REPAIR, Iowa Central Community College, Fort Dodge, Iowa Have 100 credit hours toward an Associate’s Degree in Computer Repair

•Computer Science Course •Introduction to Computer Technology JULY 2008-AUGUST 2010

ELECTRONICS ENGINEERING, Hamilton Technical College, Fort Dodge, Iowa Have 300 credit hours toward an Associate’s Degree in Electronics Engineering

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