Technical Support Call Center

Cheryl A Baines

PO BOX ***

Monrovia, CA *****

626-***-****

******.*.******@*****.***

EDUCATION

Certified Nursing Assistant Training

Monrovia Adult School

Nov 4, 2019-Jan 31, 2020

*** ***** Clinical

HCA#751-***-****

Dallas Baptist University

2003

Monrovia High School

H.S. Diploma. June 1972

Target

Guest Service Advocate

Nov 2018-Dec 2018

Seasonal position,

GTE/Verizon Coordinator- Maintenance & Installation

November 2001-December 2007

Assist customers to set-up and trouble-shoot home networks

Diagnose network-related Internet trouble and effect action to restore and resolve customer and Internet Service Provider (ISP) trouble reports required in order service to verify the accuracy of internet provisioning from the end-user’s end office to the terminal point with the ISP

Perform rudimentary desktop configuration verification to ensure integrity of ILEC loop from the customer premise to the end office

GTE/Verizon

Specialist-Technical Support

June 1996- Nov 2001

Coordinated conference sessions with clients nationwide

Developed business rules and sample orders

Provided monthly progress reports to Director and Vice-President of Technical Support Department

Drafted manuals for Verizon website to allow clients to be self-sufficient to place orders for service

Utilized WebEx to train clients on new procedures and order processing Conducted Call center symposiums to manage call center solutions, ie. Planning, productivity, call distribution and accessibility

GTE/Verizon

Business Sales

August 1982-June 1996

Sold multi-line telephone equipment to small

Business customers, while providing excellent customer, making 100% sales quota every month.

AWARDS AND ACKNOWLEDGEMENTS

Foothill Unity Center Volunteer

2010-2014

oFront desk receptionist; packed food carts and transferred to clients vehicles.

Volunteer at Southern California Special Olympics

Aug. 2015

oLos Angeles Equestrian Center

FEMA Certificate

. Volunteer Monrovia Area Partnership (MAP) community service

. Volunteer Special Olympics 2018 Long Beach, CA

. Numerous Awards for Excellence in Customer Service

Verizon Project Management Certificate

Monrovia Area Partnership (MAP)

Monrovia ChangeMakers Committee

Monrovia Housing and Tenants Advocates Committee

Contact this candidate