Technical Support Customer Service
Resume:
Leo Wicks
Consistency, Stability, Accountability, with the ability to be coachable and accept
continuous learning to improve performance, and a passion for innovation is the embodiment of Great Work Ethic - Leo M. Wicks II
Kissimmee, FL 34759
************@*****.***
My work ethic is characterized by a relentless pursuit of excellence and an unwavering commitment to achieving remarkable results. I have honed my skills and expertise through years of hard work, continuous learning, and a passion for innovation. Throughout my career, I have had the privilege of spearheading numerous projects and initiatives that have garnered attention for their ingenuity and impact.
Authorized to work in the US for any employer
Work Experience
Administrative Specialist III and Technical Support II United States Small Business Administration - Washington, DC June 2020 to October 2023
• Processing loan payments,
• Maintaining loan records, and
• Providing customer service to borrowers
• Collecting delinquent payments or
• working with borrowers who are in technical support on their loans. Senior Account Manager
Dun and Bradstreet - Jacksonville, FL
February 2017 to June 2020
• Assist Business Owner of Small businesses Develop, Build, and Maintain Strong Business Credit
• Advise Avenues of Success with Executives of Small Businesses to analyze Data of Trade References to Over 100 million companies around the World
• Answer client inquiries and identify new business opportunities among existing customers.
• Following up on leads and winning new clients.
• Developing and implementing strategic plans to manage and grow accounts.
• Retaining clients and building strong, trusting relationships.
• Understanding client needs and identifying new business opportunities within your portfolio.
• Providing superior customer service and ensuring client satisfaction.
• Communicating and coordinating with internal teams to deliver solutions.
• Identifying opportunities for improvement and proposing new tools and processes. Technical Support - Sales Representative
Asurion - Orlando, FL
August 2014 to February 2017
• Generating leads.
• Meeting or exceeding sales goals.
• Negotiating all contracts with prospective clients.
• Helping determine pricing schedules for quotes, promotions, and negotiations.
• Preparing weekly and monthly reports.
• Giving sales presentations to a range of prospective clients.
• Coordinating sales efforts with marketing programs.
• Understanding and promoting company programs.
• Provide customer support
• Empathize with customer’s issue
• Resolve Customers Technical Issue
• Upsell Customer
Customer Service and Technical Advisor
Apple - Jacksonville, FL
May 2012 to August 2014
• Providing assistance in developing and implementing program reviews.
• Advising and sharing your expertise with Technicians.
• Defining and developing applications for technical designs.
• Coordinating technical activities.
• Supporting team members in their programming activities.
• Provide technical support and assistance to clients and businesses regarding their Apple Device Inside Sales Representative
Comcast - Jacksonville, FL
April 2009 to May 2012
• Communicating with customers, making outbound calls to potential customers, and following up on leads.
• Understanding customers' needs and identifying sales opportunities.
• Answering potential customers' questions and sending additional information per email.
• Keeping up with product and service information and updates.
• Creating and maintaining a database of current and potential customers.
• Explaining and demonstrating features of products and services.
• Staying informed about competing products and services.
• Upselling products and services.
• Created a smooth sales experience for New Acquisition accounts, provide solutions to technical home networking, and ensured the installation process would be seamless. Sprint Sales & Technical Support Supervisor
Teleperformance - North Lauderdale, FL
April 2004 to January 2009
• Constant Contact with CEO, President, Directors, Administrators, ect. to achieve results by Communicating with Concise, Clear and Context-driven email campaigns.
• Setting goals for performance and deadlines in ways that comply with company's plans and vision. Organizing workflow and ensuring that employees understand their duties or delegated tasks. Monitoring employee productivity and providing constructive feedback and coaching.
• Ensuring compliance with departmental budgets
• Safeguarding team alignment with stated goals, guidelines, and objectives
• Ensuring team compliance with process & technical training requirements
• Modeling responsiveness & integrity in all customer communications
• Directly managing customer escalations to successful conclusion. Assistant Store Manager - Operations
Blockbuster Video - Daytona Beach, FL
September 1993 to August 2004
• Supported the Operations Manager in the daily business operations of the store, including, supervising employees, communicating with and helping customers, carrying out directives given by the manager.
• Also to include motivating sales teams, creating business strategies, developing promotional material, and training new staff
Education
Bachelor's in Business Administration
Bethune-Cookman University - Daytona Beach, FL
August 1991 to April 1996
High school diploma
Miami Northwestern Senior High School - Miami, FL
August 1987 to August 1991
Associate's degree
Skills
• Advanced knowledge of Microsoft Office Software, specifically Microsoft Excel.
• Elevated level of organizational and time management skills.
• Detail oriented with ability to multi-task and manage changing priorities.
• Self-starter with strong interpersonal and communication skills.
• Elevated level of customer service and communication skills.
• Sales and Marketing skills
• Exceptional Interpersonal Communication
• Skilled Trainer
• Efficient in Customer Relationship Management Software
• Process Improvement Specialist Willing to relocate: Anywhere Authorized to work in the US for any employer
• Call Center Management (10+ years) (7 years)
• Skilled Trainer & Coach (10+ years)
• Advanced knowledge of Microsoft Office Software, specifically Microsoft Excel. (10+ years)
• Efficient in Customer Relationship Management Software (10+ years)
• Customer Service Managar (10+ years)
• Sales Management (10+ years)
• Technical Support (8 years)
• Elevated level of organizational and time management skills (10+ years)
• Detail oriented with ability to multi-task and manage changing priorities (10+ years)
• Self-starter with strong interpersonal and communication skills (10+ years)
• Track and Record Perfomance to drive positive results within tight deadlines (10+ years)
• Elevated level of customer service and communication skills. (10+ years) (10+ years)
• Sales and Marketing skills (10+ years)
• Exceptional Interpersonal Communication (10+ years)
• Process Improvement Specialist (10+ years)
• CSR (10+ years)
• Call Center (10+ years)
• Customer Care (10+ years)
• Customer Service (10+ years)
• Customer Support (10+ years)
• Selling (10+ years)
• Telesales (10+ years)
• Business Development (10+ years)
• Inside Sales (10+ years)
• Management (10+ years)
• Negotiation (10+ years)
• Relationship Management (10+ years)
• Telemarketing (5 years)
• Training & Development (10+ years)
• Recruiting (2 years)
• Project Management (2 years)
• Operations Management (10+ years)
• Customer Relationship Management (10+ years)
• Salesforce (10+ years)
• Research (10+ years)
• Budgeting
• Account Management
• Upselling
• Merchandising
• Event Planning
• Purchasing
• Sales Experience
• Sales Support
• Microsoft Powerpoint
• Help Desk
• Sales
• Microsoft Office
• Restaurant experience
• Restaurant management
• Google Suite
• Internet of things
• 4G/LTE
• Social media management
• Management
• Forecasting
• Presentation skills
• Workforce management
• Product Development
• Analytics
• Branding
• Digital marketing
• Dealership experience
• Business analysis
• Google Workspace
• Computer Networking
• Strategic Planning
• Live chat
• User Interface (UI)
• E-Commerce
• Adobe Acrobat
• iOS
• VMWare
• Remote access software
• LogMeIn
• Microsoft SQL Server
• IIS
• Windows
• Google Docs
• Documentation review
• Communication skills
• Customer service
• Inside sales
• Microsoft SharePoint
• Application Development
• Operating Systems
• Linux
• Google Docs
• Customer relationship management
• Windows
• Sales management
• Account management
• Supervising experience
• Technical support
• Retail sales
• Inside sales
• Typing
• Sales
• Upselling
• Customer service
• CRM software
• Remote access software
• Banking
• Google Suite
• Software troubleshooting
• Operating systems
• Dealership experience
• Salesforce
• Marketing
• Workforce management
• iOS
• VoIP
• E-commerce
• Business development
• Presentation skills
• Recruiting
• Relationship management
• Medical terminology
• Training & development
• Zendesk
• Help desk
• SharePoint
• Office management
• Computer networking
• Customer acquisition
• Lending
Certifications and Licenses
Driver's License
CFP
Assessments
Work motivation — Proficient
July 2020
Level of motivation and discipline applied toward work Full results: Proficient
Project timeline management — Proficient
July 2022
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Technical support: Customer situations — Proficient August 2022
Responding to technical support situations with sensitivity Full results: Proficient
Administrative assistant/receptionist — Proficient November 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Technical support — Proficient
August 2022
Performing software, hardware, and network operations Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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