Technical Support Specialist

Bonita Dumas 706-***-****

*** ***** ******, ********, ** 30240 *.**********@*****.***

Professional Profile

Over 18 years in a Call Center Environment with Extensive Communications Training, and Technical Support Experience.

Microsoft Word

IR Call Event Specialist

Quality Control Training

Accounts Specialist

Cisco Systems Technical Training

Business Administration Degree

Work History

Technical Support Specialist

Cisco Systems Certification-UCaaS; Intrado

Resolve problems, escalating to appropriate departmental staff any issues that may adversely impact client.

Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client.

Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved.

Document all trouble tickets with clear, concise explanations in a timely and accurate manner, ensuring adherence to department policies and procedures.

Senior Event Specialist

Responsible for scheduling walk-throughs in advance for all calls on the event services log. Submit branding & annunciator requests.

Receive and Execute leading calls with a variety of features and QA sessions. Independently solve customer issues escalating to supervisor any situation outside the employee control that could adversely impact the services provided.

Investor Relation Call Specialist & Fortune 500 Accounts Specialist.

Perform scripting and assist with presenting Introductions and other speaking roles for High Level events.

Provide Quality Control & Trouble shooting for Customers or Conference Speakers and/or Attendees that may require assistance. Dealing with Interpersonal Relations using Business Etiquette.

Assist leadership in Overseeing Special Accounts for Call Execution

Work History

Technical Support Specialist

Intrado, West Point Ga

January 2018-2023

Event Specialist

West, West Point Ga,

November 2009-2018

,

Call Execution Agent

Intercall West Point Ga,

November 2004-2009

Education

Bachelor’s Degree-Business Administration

Roosevelt University, Chicago IL

Graduated 1988

Associates Degree-Word Procession

Illinois School of Commerce, Chicago IL

Graduated 1984

Awards & Recognitions

Employee of the Quarter

Employee of the Month

Value System

References

References available upon request.

Lisa Stiggers ********@****.*** 706-***-****

Aaron Chambers *********@****.*** 502-***-****

Vinayaka Hegde ********.*****@****.*** 973-***-****

Contact this candidate