Customer Service Technical Support
Resume:
Erin Jones
I am an intuitive and resourceful customer service professional. My
passion is providing superior customer service, consistently exceeding expectations in relation to my co-workers, including very positive feedback regarding customer interactions. I am easily adaptable to most any work environment, I thrive in a troubleshooting, technical support atmosphere.
608 Laconia Ci
Greenacres, FL 33467
*************@*****.***
Employment History
Everise Colorado Springs, CO - Medicare Enrollment Support
September 2022 - December 2022
At Everise I handled inbound calls from new clients, primarily calling in to enroll for Medicare or receive support with enrolling. I was responsible for walking each client calling in through their respective steps of enrollment. More commonly I was responsible for further assisting clients who had difficulty with the enrollment process. Support.com Enterprise, AL - Premium Support Specialist July 2021 - July 2022
My current position has allowed me to branch beyond one specific field of technical support. I offer efficient support for any homeware technology from tvs to security systems and really any other technology that makes your home a smart home.
Transcom North America Enterprise, AL - Technical
Advisor
July 2019 - February 2021
With Transcom I handled incoming calls for Apple device users. My duties included troubleshooting hardware issues as well as assisting customers with software updates, device erasures and device navigation. In addition, I was selected to act in a mentoring and supportive role to new advisors.
Frontier Communications Allen, TX - Tier 2 Tech Support March 2016 - December 2017
At Frontier I answered calls typically regarding technical issues with cable, internet, wi-fi and phone service. I performed all troubleshooting steps possible until the issues were resolved, or scheduled a technician when necessary. I also made changes to the customers services when appropriate and used retention techniques and up-selling when needed. Volunteer Work
Humane Society of The Pikes
Peak Region
Billie Spielman Community
Action Agency
Dreampower Animal Rescue
Sacramento SPCA
Stockton Humane Society
Pikes Peak United Way
Comcast Cares
Education
Roy J. Wasson H.S.
Graduated March 1989
High School Diploma
Colorado Institute of Art
Graduated December 1995
Visual Communications
Pikes Peak Community
College
Transferred August 1994
Commercial Art
NTTA Plano, TX - Customer Service Rep
(North Texas Toll Road Authority)
November 2015 - March 2016
My duties included answering incoming calls and collecting payments, as well as setting up new accounts and answering general questions regarding the Tolltag program.
Walgreens Plano, TX - Shift Manager
November 2014 - October 2015
My duties included shift manager responsibilities, stocking, receiving, opening and closing the store, taking product inventory and placing product orders. I also processed photo orders including digital and film, constructed canvas photos and books. I supervised 5-6 other employees during my shift.
Wide Open West Colorado Springs, CO - Tier 2 Tech Support January 2013 - September 2013
I answered inbound calls pertaining to internet, Wi-Fi, cable TV, and home phone problems. I followed troubleshooting steps and solved the customer’s issues over the phone whenever possible, and scheduled technician visits whenever necessary. I also set up new accounts and installations, upgrades, and downgrades upon request. Comcast Colorado Springs, CO - All Products Support October 2010 - December 2012
At Comcast I handled inbound calls from existing customers, primarily calling in for technical support for video, phone, and internet related problems. The majority of my calls were regarding internet connectivity issues and setting up and troubleshooting wireless networks. I was responsible for troubleshooting issues with all lines of business, scheduling technicians when needed, and up-selling when appropriate.
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