FENEL RAYMOND

**** ****** ** *** **** Breinigsville, PA 18031 484-***-****

ad15zm@r.postjobfree.com

SUMMARY

Dedicated Customer Service/Technical Support Representative with more than 10 years in the industry. Motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with customers. Reliable and driven, with strong time management and organizational skills.

HIGHLIGHTS

● Technical Troubleshooting

● Service-oriented

● Written & Verbal Communication

● Highly Adaptable

● Multitasking

● Collaborative Team Player

● Analytical Thinking

● Windows and OS X Proficient

● Business to Business Sales

● Attention to Detail

PROFESSIONAL EXPERIENCE

Lutron

Technical Support Tier II May 2022 – July 2023

Assisted professional electricians as well as regular homeowners in, completing complex smart lighting projects and troubleshooted our products as well as our lighting systems.

● Walked customers through setting up lighting systems that integrated with other smart systems such as Google Home, Apple Homekit and Alexa.

● Helped troubleshoot issues when either the product did not work as expected or if the customer needed help with software programming.

● Participated and corroborated in projects to help the Customer Service part of the Solutions Center improve and thrive.

Dun & Bradstreet January 2020 – March 2022

Account Manager (Outbound)

Responsible for the renewal, upsell and cross sell of existing clients. Identifying and establishing contacts with potential customers. Proposition and qualify sales opportunities through direct prospecting and networking.

● Manage a portfolio of accounts responsible for renewing and growing. Providing business solutions that impact performance within the customer’s functional areas: risk management, finance, marketing, purchasing and technology.

● Build credibility through an in-depth understanding of a client’s business, organization, external environment, and industry.

● Act as a customer advocate throughout the entire sales and solution delivery process. Air Products & Chemicals Feb 2019 – November 2019

Telemetry Technician

Created and entered the necessary administrative and technical information required to successfully connect tank telemetry devices to the Air Products system. Monitored, detected, responded and resolved operating performance issues with asset monitoring equipment.

● Ensured that new telemetry installations and repairs for existing installs were performed in compliance with all safety policies and practices.

● Accountable for preventing telemetry-related customer products interruptions.

● Ensured timely resolution and follow-up of trouble tickets. STI

July 2018 – December 2018

FirstNet Customer Service

Provided customer and technical support to First Responders on the FirstNet network. Support ranged from answering billing inquiries to assisting with activations/registration and support of advanced technical issues.

● Met and exceeded all department metrics and goals.

● Acted as a subject matter expert, assisting peers in handling difficult customer situations.

● Found innovative solutions to resolve customer issues in a timely manner. Premier

Supported AT&T Wireless business to business customers. Ensured PCI compliance through use of proper verification procedures. Answered billing related questions, assisted with activations and upgrades, provided order and website support.

● Advanced troubleshooting of website and registration issues.

● Chosen as floor-support to assist newly hired agents with their transition from training to production.

● Exceeded department goals and standards.

Apple Inc. May 2014 - October 2017

Mac OS X + Support 2015- 2017

Resolved issues with OS X operating system reaching as far back as Mountain Lion to the current system Safari. Built customer relations through accurate resolutions and simple explanations of complex software and hardware issues.

● Facilitated meetings with fellow associates to create new and efficient ways to interact with customers as well as resolve common software and hardware issues.

● Expert in Mac features and tools such as Disk Utility, Terminal, OS X Recovery, and Network Configuration.

● Assisted with Service Level by handling inbound call volume in multiple departments including Technical Support, Billing and Payment, and Account Management. Apple At Home Advisor, Technical Support 2014-2015 Answered questions about Apple products and services while providing world-class customer service, troubleshooting and technical support. Fostered customer relationships to create satisfaction and increase loyalty. Introduced new ideas to successfully achieve goals and execute on key company initiatives. Strategically resolved complex issues involving both OS X and IOS software.

● Reviewed customers’ technical issues to consistently provide accurate information and timely, first-contact resolution.

● Utilized “outside the box” thinking to create win-win scenarios.

● Demonstrated ability to apply policy and procedure to address customer concerns.

● Consistently met or exceeded key performance indicators including average handle time and commitment to schedule.

CoWorx, Bethlehem, PA December 2011 – August 2012

Web Order, Representative

Effectively amended problematic online sales to suit customer needs by researching potential conflicts within their order. Proactively offer new products and services tailored to the customer’s needs.

● Consistently exceeded monthly sales goals for both new customer contracts and upgrades of existing customers.

● Integrated methods from various departments to support all areas of the company’s customer base.

T-Mobile USA, Allentown, PA January 2006 – October 2011 Advanced Technical Support Specialist, Tier III 2010-2011 Subject matter expert on all T-Mobile network, device, feature, service issues, systems and tools. Utilized resource documentation for reference and troubleshooting advanced device and network problems. Appropriately disbursed adjustments and account credits in accordance with T-Mobile policy.

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● Exceeded department productivity and quality standards consistently.

● Selected as a mentor in numerous training programs. Technical Support Representative, Tier II 2006-2010 Provided technical assistance in response to inquiries regarding equipment usage, operating issues and various customer concerns. Where appropriate, recommend new product solutions and services to accommodate customer needs.

● Chosen to act as a Senior Representative in an interim role; supporting a team of 12 to 15 Tier II agents. Expertly handled escalated customer issues. Assisted a Technical Support Coach in ensuring performance goals are met.

● Acted as a subject matter expert to support newly hired employees in their transition to technical support representatives.

● Selected as a Device Advocate for new product launches prior to nationwide release dates. Mentored agents in device usage including functionality and customer common procedures. EDUCATION

Wood Tobe-Coburn College (2001-2003) A.A. in Business Administration

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