Customer Service Technical Support

Alfred Coury

**** *. ***** *. ***

Tulsa, OK ****9

Cell 918-***-****

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

OBJECTIVE

Helpdesk Associate

Helpdesk associate for 4 years creating and dispatching IT tickets.

Supervisor with 7 years experience in sales and customer service including 2 years specifically leading

customer service, sales and technical support teams. Recognized for developing people and

processes that help provide the highest quality experience for the customer. Skilled in using computer

systems to track schedule and manage statistics and staff. Continually striving to improve my

personal skills by attending classes and training seminars both voluntary and mandatory in an effort to

develop better informed personnel.

QUALIFICATION HIGHLIGHTS

Developed reputation for prompt, efficient service with high level of accuracy. Achieving standards

above the company accepted minimums for all people assigned to my teams.

Provided positive motivation for each team member regardless of provided statistics. Allowing each

person to excel to the maximum of their potential.

Achieved the number one ranking out of over 450 teams on more than 5 occasions and keeping a

team that ranked in the top 25% of the same company as an average team ranking.

Continuous positive motivation allowed my team to surpass all expectations and earn the number one

position in a sales motivated contest earning the entire team additional bonuses for that month.

EXPERIENCE

NTTDATA Remote 2021 t0 Present

Helpdesk Associate

Alorica, Tulsa

Technical Support Technician, 2006 - 2021

I keep my personal work standards above the company goals and expectations for both statistics and

quality assurance earning the potential bonus most pay periods.

My current position reminds me how to communicate with the customer and reminds me how to be

patient and listen to the customers needs and when to present the opportunities provided for maximum

effect and benefit for the customer.

Superstar Communications, Tulsa

Coach/Supervisor, 1999 - 2006

Achieved a level 2 or expert status for the position by demonstrating the ability to motivate as well as

providing my services as a "mentor" for new and struggling supervisors.

The ranking of the teams and supervisors always had my teams listed in the top 25% ranking earning

the Honor of Coach (supervisor) of the month.

Best Buy, Tulsa

Sales, 1998 - 1999

My diverse background allowed me the unique opportunity to talk to different people in terms that was

easy for both sides to exchange information. This ability to discuss what the needs were allowed me

to excel and become the number three sales representative in a very short time.

Rebel Paging, Las Vegas

Owner Operator, 1991 - 1998

I managed to keep a small staff of 5 people steadily employed for seven years in a steadily declining

market. I also managed a network of computers as well purchasing and employments decisions.

I made all staffing decisions including hiring, promotions and termination.

Fletcher Jones, Las Vegas

Automotive Technician, 1984 - 1991

Earned the ASE "Master" ranking (automotive service excellence) and Toyota "Pro" status.

Automatic transmission, manual transmission and drive train. brakes, emissions, cooling, suspension

, electrical as well as A/C and heating.

EDUCATION

H.S., 1982

Auburn Sr High School, Auburn Wa

GPA: 3.0

SKILLS

Wrote and submitted performance appraisals for my teams every 6 months with positive motivation as

well as observing areas opportunity for improvement.

I provided each team member with specific ways to improve their production minutes and their close

ratio on a weekly basis as well as day to day motivation to improve each category

COURSES AND SEMINARS

ECHOSTAR COURSES

Writing effective performance appraisals

Proper phrasing as well as evaluation of statistics to write a coherent appraisal of an agents

performance detailing both positive performance as well as areas of opportunity.

HR operations

Guidance in communication of proper procedures for HR department. Providing information in the area

when and what HR can help with as well as details of proper procedure when contacting the HR

department.

Effective Presentations

Instruction on how to communicate with different techniques to reach your audience in the most

efficient manner. Whether it is audio, visual or hands-on personality.

Improving personal productivity

Productivity techniques which pointed out general as well as specific ways to eliminate wasted time

and effort. Activities designed to streamline day to day performance.

Advanced Diagnostics

Advanced diagnostics for Dishnetwork equipment.

Signal Path

Diagnosing the signal path for Dishnetwork equipment.

TOYOTA CERTIFIED COURSES

Emissions

Diagnosis of automotive emissions technology.

Refrigeration

Evacuation and retrieval of R12 and R134a as designated by the federal government

Electronics Diagnostics

Brakes

Manual Drive train

Automatic Transmission

Suspension

Heating and A/C

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