Robert Joseph Smith

405-***-****

*****

Stanley Draper

Oklahoma City, OK 73165

EXPERIENCES

Capital One

Service Desk Associate

September 2022- March 2023

Technical support

Responsibilities:

Assist internal agents with software and hardware issues

Unlock accounts and reset passwords

Counsel end users with technical issues

Dell Technologies

ProSupport Senior Technician

January 2021- August 2021

high level of technical support with current customers enrolled in the ProSupport service

responsibilities:

1.assist individual and company accounts with various technical issues including but not limited to desktops, laptops and printers.

2.configure and fix errors from accidental damage to internal software and hardware failures

3.provide excellent customer service and de-escalate technical situations

PROGREXION

CREDIT REPAIR SPECIALIST AND SALES

JULY 2018- APRIL 2020

determine the need of prospective new customer credit concerns, build a trusting relationship, explain

company procedure toward credit repair through Lexington law firm (legal representatives of Progrexion applicants)

RESPONSIBILITIES:

4.ACCEPT PHONE IN REQUESTS FROM THOSE IN NEED OF CREDIT REPAIR SERVICES

5.INTERVIEW APPLICANT TO DETERMINE ASSISTANCE AND THE BEST LEGAL OUTCOME PROGEXION WOULD OFFER BY ALL REGULATIONS IN PLACE

6.ONCE DETERMINED THE NEED EXISTS AND COMPANY COULD ASSIST, READ LEGAL DISCLOSURES, SET CHALLENGES TO NEGATIVE ITEMS ON APPLICANTS CREDIT REPORT, FORWARDED TO PARALEGALS.

7.COMPANY DESIGNATED MENTOR TO NEW EMPLOYEES UPON HIRE AND AS NEEDED.

COX COMMUNICATIONS- INTERNET, TV, AND PHONE

RETENTION SPECIALIST-QUALITY CONTROL

JUNE 2015-SEPTEMBER 2017

quality assurance agent to new and existing customers as well as designated point of contact to insure employees clearly communicate guidelines, protocols, and options available to customers.

RESPONSIBILITIES:

8.DESIGNATED RETENTION REPRESENTATIVE FOR CUSTOMER SATISFACTION PROVIDING CLIENTS WITH AN AWARENESS OF ALL AVAILABLE BUDGET FRIENDLY OPTIONS.

9.SECURE AND MAINTAIN CUSTOMER ACCOUNTS BY RESOLVING SERVICE AND BILLING ISSUES TO AVOID CANCELLATION

10.DESIGNATED MENTOR TO INSURE TEAM CONSISTENCY AND CONTINUITY

11.ASSIST SUPERVISORS BY OFFERING MULTIPLE TEAM PERFORMANCE STATISTICS IN A COMPUTERIZED FORMAT

12.RECORD AND MAINTAIN TEAM PERFORMANCE STATISTICS THROUGH THE COMPANY DATABASE

SPRINT

MOBILE BROADBAND TECHNICAL SUPPORT SPECIALIST AND TRAINER

JUNE 2013-MAY 2015

technical support designated agent for mobile internet access service using mobile phone infrastructure or cellular network to correct customer connectivity issues.

RESPONSIBILITIES:

13.RECEIVE REPORTS OF TECHNICAL ISSUES

14.RESOLVE ISSUES WITHIN THE NETWORK SYSTEM TO INSURE CUSTOMER RECEIPT OF QUALITY SERVICE

15.REMOTE COMPUTER ANALYST TO RESTORE QUALITY SERVICE TO THE CUSTOMER

16.SUPERVISOR POINT OF CONTACT

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