Technical Support Customer Service
Resume:
Rex E. Jensen
Boise, Idaho 83704
********.**@*****.***
Objective
My overall object is to work in a fast-paced and highly productive environment. A position that would allow for both personal and professional growth. Working with a company that fosters and environment of team work as well as independent successes.
Employment
September 2017 to current
T-Mobile
As a TEX Expert we are the one stop shop for our customers; I assist customers with a wide variety of issues including but to limited to; installation of new services, account maintenance, billing and technical support issues, both simple and complex. Taking ownership of every issue that is presented by the customer and following through to ensure the complete satisfaction of both the customer and T-Mobile.
January 2016 to Aug 2017
Sykes
In my current role I am part of the senior management team; as supervisor for the Capital One project, My primary responsibilities include but are not limited to coaching and development along with career development for each of my thirty customer service specialists. As well as training and development of desk top procedures. I am responsible for 30 customer service representatives.
July 2013 to April 2016
I have been a full time student at Stephens-Henager College; I am working to attain my degree in both business management and respiratory therapy. I am currently looking for a position.
August 2010 to June 2013
Molina Medicaid Solutions
My current role is Provider relations division supervisor. Supervises and provides direct oversight of the activities of the Provider Services Call Center and EDI technical support team, Provider Correspondence, Field Representatives, and/or member services hotline. Assists in the development of internal desktop processes, policies and procedures in conjunction with the manager. Develops, and oversees training programs and educational materials for the assigned department, other internal staff, and providers. Insures that contract requirements are met, and maintains appropriate department reporting statistics and quality improvement practices.
July 2008 to Aug 2010
WDSGlobal
My position with WDS Global was as, CCM, (call center manager). Coaching and development of the floor supervisors. In charge of ten supervisors, Each of my supervisors was responsible for twenty technical support agents. I performed client facing support, responsible for all daily functions of operational management.
July 2007 to July 2008
Keynetics - Click Bank
Working in the customer service department, I handled 100 to 180 phone calls per day, processing up to 700 e-mails. Helping customers with technical support and processing refunds. Also dealing with publishers and affiliates too research and resolve their problems in a timely manor.
March 2007 to July 2007 Teleperformance USA
Cingular Project Technical Support
I worked for Cingular, now the new AT&T project. Part of my responsibilities is to take care of customers, concerning their account information. Technical support is also a big part of my position. I assist customers with trouble shooting technical issues to resolution. This position is fast-pace and requires great attention to details.
December 2004 to March 2007
Hawaiian Telecommunication Supervisor
My position at Hawaiian Telecommunications was that of supervisor over the customer care center. I was responsible for 30 customer service representatives. The primary goal for our center was retention. I handled all escalated calls and resolved technical support issues. Responsible for overseeing quality control and monitoring customer service representatives looking for coaching opportunities and areas of improvement.
January 2003 to December 2004
Ashley Manor Manager
My responsibilities included, but were not limited to all managerial duties, among those were: All correspondence with the State of Idaho, staffing, administration of resident’s medications, updating and keeping current all staff certifications. I was in constant communication with medical personnel to insure proper care of the residents. Keeping open lines of effective communication with family members.
January 2002 to January 2003
Blue Cross of Idaho Claims Processor
Processing medical claims, handling fifty to one hundred calls daily. Responsibilities included, daily log of incoming calls and resolutions. Maintaining clear and constant communication with clients to ensure quality.
October 2001 to January 2002
Sears Credit Card Center Team Lead Stand In
Responsibilities included opening consumer credit accounts. As a customer advocate I worked to solve customer’s issues, as well as addressing concerns with their accounts. I also reviewed customer credit histories for credit line increases. In constant communication with management to insure quality.
January 1995 to October 2001
AT&T Cable Supervisor
Responsibilities included customer relations and technical support. Dealing with all levels of customer care, working in a supervisory position. Coaching employees to strive and meet company expectations and goals. Monitoring incoming customer calls to ensure quality “first call” resolution.
January 1990 to April 1998
United States National Army Guard
Army medical training, member of the first response team, Communications specialist. I received the highest advanced infantry-training award for 1990-1991. Developed team leader skills, and the ability to work under extreme pressure. I earned Army service ribbon, and I was honorably discharged in 1998 The Army allowed me to grow and to develop skills that are still serving me well today.
Education
Stevens-Henagar College Boise, Idaho
Working to complete
B.A Business Administration and Human Resources
A.A Respiratory Therapy
Professional Development
September 1991 to April 1993 I.C.S Scranton PA
Hotel/Restaurant Management
Six semester units of vocational-technical post-secondary instruction.
Awards received
Ashley Manor Centers, Boise East Region, Manager award for hard work and dedication, Awarded 2003.Sears Credit, Boise Idaho, Customer Satisfaction Awards, Awarded 2002,AT&T, Spokane Washington, Exceeding call center standards, Awarded 1999,First Health, Boise Idaho, Perfect Attendance, Awarded 1996.United States Army, service ribbon, Awarded 1991
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