JOSEPH GENTRY

Colorado Springs, CO *****

719-***-**** - ad3skc@r.postjobfree.com

PROFESSIONAL SUMMARY

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

SKILLS

First-Tier Technical Support

Call Center Processes

Understanding Customer Needs

Customer Data Confidentiality

Cultural Awareness

Personnel Management

Customer Retention Strategies

Documenting Calls

Customer Service and Assistance

Administrative and Office Support

Microsoft Office

Customer Relationship Management

WORK HISTORY

09/2021 to 04/2023 Voice Termination Tech 1

LUMEN – Littleton, CO

Voice Tech I (Voice Termination), Maintain company proprietary information is safeguarded always while communicating with competitive entities Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept Manage client call traffic, using multiple call routes to ensure proper completion 10/2019 to 09/2021 Owner/Operator

SCHOOL SUPPLIES & MORE, LLC – WFH

Voice Tech I (Voice, Attempted to open own business to provide school supplies and school uniforms for over 23 different charter schools around Colorado Springs Due to COVID-19 school restrictions, the business did not succeed. 10/2017 to 10/2019 Voice Termination Technician

CENTURYLINK – Littleton, CO

CenturyLink merger

Voice Tech I, Maintain company proprietary information is safeguarded always while communicating with competitive entities

Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept Manage client call traffic, using multiple call routes to ensure proper completion 04/2011 to 01/2019 Aerospace Medical Technician

US AIR FORCE RESERVES

Maintain patient medical documentation ensuring they are deployment ready Managed multiple subordinates' training and responsibilities, certifying they were capable of completing their assigned duties

Conduct various medical procedures for patients, dependent upon patient care needs

01/2016 to 10/2017 LEVEL 3 COMMUNICATION

Maintain company proprietary information is safeguarded always while communicating with competitive entities

Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept Manage client call traffic, using multiple call routes to ensure proper completion 10/2012 to 01/2015 Entry Control Monitor

DELTA COMMUNICATIONS/INFINITY SYSTEMS ENGINEERING

Maintain building security for the high-value military facility on Peterson AFB Responsible for safeguarding multi-million-dollar equipment Provided constant physical security for high-value personnel and multi-entity functions

02/2000 to 04/2011 Computer Systems Operator

US AIR FORCE

Multiple locations (worldwide), Managed base-wide computer accounts for all military members for various bases throughout their career Managed multiple subordinates' training and responsibilities, certifying they are capable of completing their assigned duties

Maintained various network equipment, dependent upon specific base requirements

EDUCATION

Associates Degree: General Education

PIKES PEAK COMMUNITY COLLEGE - Colorado Springs, CO Associates Degree: Allied Health

COMMUNITY COLLEGE OF THE AIR FORCE - Maxwell AFB, Gunter, Annex, AL

Associates Degree: Information Technologies

COMMUNITY COLLEGE OF THE AIR FORCE - Maxwell AFB, Gunter, Annex, AL

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