Jerry D. Hawkins

**** **** ********, ** *** ***

Chicago, Illinois 60638

708-***-****

ad2u6r@r.postjobfree.com

Objective: A challenging position utilizing experienced combined with exceptional analytical and troubleshooting skills in a demanding work environment. BP (Elite) 10/- 2007 to 10/2012 Naperville, IL

Manage, understand and monitor customer’s expectation and requirements which include order processing, trouble shooting, heavy communication via internet, phone e-mail and dispute resolutions. Work as a liaison between multiple teams to ensure customer satisfaction is met. Build and maintain strong customer relationships through loyalty and confidence with both the customer and business partners. I provided phone services as part of a call center for both internal and external customers, resolving the majority of customer issues with a one call resolution. Monitor supply outages and react accordingly for incoming and existing orders. Work with customers to troubleshoot and resolve their issues with account setups, allocation and delivery issues and credit. Provide excellent customer service while being efficient from an operation perspective. Follow-up with customer after escalating issue to make sure it was resolved to customer’s satisfaction. Sprint PCS Call Center Application Tester/Customer Service Representative 07/2000-09/2007 Bolingbrook, IL (Fort Worth, TX)

Partner with project members and Subject Matter Experts (SMEs) on test processes and ensure participants are adequately trained for testing. Develop and maintain the test schedule and resource allocation requirement. Monitor the creation and maintenance of test scripts-quality check contents, expected results, and pass/fail criteria. This includes regularly executing scripts against the actual system to ensure scripts are accurate and at the appropriate level of detail that an end user could successfully execute against them.) Manage and track test incidents ensuring that issues are effectively prioritized, categorized, assigned, worked and escalated appropriately. Complete understanding of the testing cycle from Business Development to Product Release. Excellent knowledge of the different testing methods, assisted in the successful development and launch of the first CDMA based 3rd generation wireless network providing high-speed Internet access. Educated and provided technical solutions to both internal and external clients regarding data related issues provided technical support through the use of various graphical user interfaces such as: HCM, OPM, Service Pro, etc. Provided help desk assistance to clients regarding the use of wireless connection cards in conjunctions with their computers. Up-sale Sprint product and services to each customer I would come in contact with. References Available Upon Request