Call Center Customer Service

Kenneth Falcon

***** ********** ** **************,** 70346

Phone: 225-***-****

ad5qzr@r.postjobfree.com

Profile

HC Tech – April 4, 2024 – Present

Call Center that also offers IT Helpdesk solutions such as putting in tickets using the service now ticketing system. Using this system also active directory, as well as other tools, are used to assist in password resets and unlocking accounts for customers.

NCDOR August 28, 2023 – April 1, 2024

Call Center Professional who multitasks while talking to taxpayers for the State of North Carolina, I also take payments from taxpayers as well as discuss any other tax years missing or assist with payment plan setup.

Labcorp November 4, 2022- August 26, 2023

Call Center professional who multitasks adding in information while assisting patients with faxing tests that were running and adding tests for patients. Perform stat pickups daily and order supplies as well.

Profile

TRC/Lenovo August 08, 2022 – November 01, 2022

Performed RMA’s for customers and replaced parts on computers as needed to ensure the

Laptops were in working condition and shipped to customers.

Call Center Professional with a measurable record of success in quality and production.

Strategy-focused with proven capabilities of multi-tasking, conflict resolution, and thriving in a high-pressure environment.

Core Competencies include:

Analytical skills Peer Mentor ship ICOMS

Productivity Improvements Exceptional Soft skills Aspect

Performance Management First Call Resolution Gateway

Experience

Charter Communications, Greensboro

August 2018- August 08,2022 – Community Solutions 2 Representative

Handle inbound repair calls, while providing excellent customer service. Frequently exceeded site Key Performance Measures. Team subject matter expert who assists peers with questions on call handling.

Achievements

Charter Communications – Recipient of the Attendance Hero Award and Top Performer Award. Peer Mentor for New Hire growth.

I have a side business where I sometimes repair computers and build gaming PCs when can do so as this is a hobby about which I am very passionate.

AT&T, Baton Rouge, LA

June 2006 – January 2008 – Customer Service Representative

Handled inbound calls to assist cellular customers with technical issues. Created new accounts for relocated customers and did technical support in the evenings. The call center went to Data support where we talked customers through tethering and connecting to the internet.

Education

Colorado Technical University - Bachelor of Science in Computer Science – Cybersecurity Engineering

Expected Graduation-April 22, 2024

Relevant coursework:

Data-Driven Statistics for Computer Systems and IT Introduction of Programming

Problem Solving in Computer Science Python Programming

Fundamentals of Networking Fundamentals of Data Structures

Introduction to Computer Security College Algebra for Technical Programs

Principles of Programming Languages Java Programming

Applications of Discrete Mathematics for Computer Systems and IT

Introduction to Database System Computer Algorithms

C++ Programming Principles of Operating Systems

SQL Programming Computer Networks and Communications

Introduction to Parallel Computing Software Engineering

Principles of Network Security

Fundamentals of Computer Organization and Architecture

Mobile Programming Foundations of Big Data Analytics

Security Risk Management Software Assurance

Vulnerability Assessment and Management Linux Programming

Database and Web Vulnerabilities and Security Ethical Hacking

Computer Forensics I Security Compliance

Cloud Computing, Privacy and Security

Achievements:

Was on the Dean and Presidents list throughout most of my college.

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