Customer Service Call Center
Resume:
JOSEPH GENTRY
Colorado Springs, CO *****
719-***-**** - ******.******@*****.***
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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