Customer Service/Technical Support

KF

KATRINA FAIN

*******.*.****@*****.*** 505-***-**** Albuquerque, NM 87109

Personable and dedicated Customer Service Representative with extensive experience in the telecommunication industry. I'm a solid team player with a positive attitude and motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Ability to work independently from home

Data Entry/Typing 60+ wpm

Technical Support

Computer Proficiency

Problem-Solving Abilities

Inbound and Outbound Calling

Verizon Albuquerque, NM

Customer Service Advocate

01/2014 - 01/2023

Answered inbound calls, chats and emails to facilitate customer service. Consulted with customers regarding needs and addressed concerns. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Completed continuing education and training programs for professional development.

Encouraged customers to become self-sufficient with web-based and mobile support tools.

T-Mobile Albuquerque, NM

Technical Support Representative

01/2006 - 09/2012

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes. Troubleshot systems and equipment and ran tests to make effective recommendations.

Participated in training to maintain technical expertise and proficiency on applicable equipment.

Troubleshot systems to determine appropriate resolution for reported problems with usage.

Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions. United States Army

Light Wheeled Vehicle Mechanic

03/1999 - 02/2001

Performed maintenance inspections, tune-ups, oil changes and other key services.

Conducted test drives before and after repair services. Performed troubleshooting and diagnostic procedures to locate source of malfunctions.

Used diagnostics and troubleshooting tools to identify failures and equipment issues.

Completed simple and advanced repairs according to specifications for Summary

Skills

Experience

brakes, exhaust and electrical systems.

Completed standard inspections to assess wear and damage to vehicles. Reviewed work orders and discussed with supervisors. West Mesa High School Albuquerque, NM

High School Diploma

07/1998

Education and Training

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