Customer Service Agent

TH

TIMOTHY HEIL

************@*****.*** 214-***-**** Jefferson, GA 30549

Reliable cable installer with experience installing and repairing cable TV and digital services for business and residential customers. Dedicated to quickly and effectively setting up, removing, upgrading and downgrading service. Expert at using power tools, hand tools, multimeters and other instruments while working indoors or outdoors in various weather conditions.

Inbound and Outbound Calling

Account Management

Technical Troubleshooting

Power Tool Usage

Telecommunications Systems

System Testing

Troubleshooting skills

Cable arrangements

Device configuration

Verizon Wireless Alpharetta, GA

Customer Service Advocate

06/2013 - 02/2024

Handled a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature.

● Responsible for conducting Tier 1 troubleshooting when customers require device assistance.

● Handled own customer escalations and minimizes transfers and responds appropriately in all customer interactions. FedEx Atlanta, GA

Customer Service Agent

08/2012 - 07/2013

Assist Fedex customers calling into the inbound call center with tracking packages, scheduling pick-ups, tracing lost packages and handling claims. Capital One Auto Finance Plano, TX

Customer Service Agent/Titles Specialist

10/2010 - 05/2012

Assists customers with their auto loans in the inbound call center. Assists customers with issues regarding their titles. Assists other agents as a floor walker helping them with questions regarding customer's accounts they are working on.

Act as back-up Manager-in-charge (MIC). Duties include monitoring the agents on the phones, changing skillsets as needed due to fluctuations in call volumes and assist the floor walkers with floor support. Express Professionals Plano, TX

Customer Service Agent

01/2010 - 10/2010

Assists customers with their auto loans in the inbound call center. Assists customers with issues regarding their titles. Greyfox Installations Cleveland, OH

Cable Installation Technician

07/2008 - 11/2009

Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and Comcast Cable.

Held position of lead technician. Duties included performing quality checks of technician's work and all assigned jobs were completed daily. Summary

Skills

Experience

Trained new technicians in the proper installation techniques as to meet the quality standards set by our employer.

Cable Express Akron, OH

Cable Installation Technician

05/2006 - 07/2008

Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and Comcast Cable.

Held position of lead technician. Duties included performing quality checks of technician's work and all assigned jobs were completed daily.

Held position of Warehouse Manager. Duties included maintaining and monitoring inventory of company equipment and stock at 2 locations. Issued orders for additional equipment for 2 locations. Drove company truck to main warehouse to drop off and retrieve equipment. Loaded unloaded truck at company warehouses using forklifts and pallet jacks.

Baker Installations Akron, OH

Cable Installation Technician

11/2003 - 05/2006

Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and Comcast Cable.

Held position of lead technician. Duties included performing quality checks of technician's work and all assigned jobs were completed daily. BellSouth Telecommunications Fort

Lauderdale, FL

Customer Service Agent

07/2001 - 11/2002

Assisted customers with inquiries regarding products and services through phone, email, and chat.

Provided product information to customers in a timely manner. Resolved customer complaints quickly and efficiently. Baker Installations Akron, OH

Cable Installation Technician

07/1999 - 07/2001

Performed installation and troubleshooting of cable systems including coax, fiber optics, and other types of cabling.

Assisted customers with technical support for cable connections and TV programming.

Ensured network connectivity by testing cables using various tools such as multi-meters and signal level meters.

BellSouth Telecommunications Boca

Raton, FL

Customer Service Agent

08/1994 - 07/1999

Assisted customers with inquiries regarding products and services through phone, email, and chat.

Provided product information to customers in a timely manner. Resolved customer complaints quickly and efficiently. United States Air Force Hampton, VA

Imagery Analysis Specialist

01/1991 - 02/1994

Utilized satellite imagery to create classified documents for use by the United States Air Force.

Utilized a variety of systems to locate areas of interest such as airfields, missile sites, and other military installations.

Awarded the US Air Force Commendation Medal for Meritorious Service during heightened tensions with Iraq.

Maintained a Top Secret/SCI security clearance.

United States Air Force Reserve San

Angelo, TX

Cryptologic Linguist Specialist

02/1988 - 01/1991

While stationed in Augsburg, Germany, monitored activity on specific radio frequencies as a Czechoslovak linguist.

Transcribed and translated recorded activity into English. Prepared and disseminated reports to specific government agencies in a timely fashion.

Maintained a Top Secret/SCI security clearance.

ECPI University Virginia Beach, VA

Associate of Applied Science in Computer Technology Education and Training

08/1993

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