Customer Service Access Control

ANTHONY HAWKINS

************@*****.*** C: 469-***-**** Arlington, TX 76018

EXPERIENCE

DECEMBER 2022 – PRESENT

ACCESS CONTROL TECHNICIAN, ANYTIME ACCESS

● Responsible for installation of gate and overhead door operators, door panels, cameras, and access control systems.

● Preventive maintenance of gates dealing with 4 inch wheels, pulley belts, chains, photo eyes, loop detectors, batteries, capacitors.

● Operated on battery powered DC Operators and hardwired AC Operators using power from home, office, or business.

● Effectively establishing signals through sure-fi or ubiquiti station preventing exaggerated CAT 5 or CAT 6 wiring.

● Flashing panels to ensure function of signal through control board 2510-295 or all relays.

● Ability to Lock Out Tag Out preventing the release of potential hazardous energy while maintenance and servicing activities are being performed. AUGUST 2022 – DECEMBER 2022

SERVICE COORDINATOR SUPERVISOR, STEALTH MONITORING

● Responsible for tedious special projects including but not limited to backlog and site audits, technician van stock, region productivity reports, and much more.

● Works as a liaison between the warehouse and field service by utilizing Smartsheet to provide expedited shipping and tracking updates, communicate equipment pivots and replacements within inventory, and ordering equipment.

● Prepares reports for company meetings for customers which resulted in 13% increase in upsell, 17% in gross retention and 28% in net retention from Q2 2022 to Q2 2022.

● Research, identify and troubleshoot customer generated requests to ensure all issues at site are diagnosed to be serviced by field service.

● Assisting service managers with training current and incoming dispatchers on systems, revised processes, ordering equipment, and more.

NOVEMBER 2021 – MAY 2022

CUSTOMER SERVICE SPECIALIST, GM FINANCIAL

● Responsible for managing both new and existing auto accounts for retail, commercial, and lease departments in a call center and work from home environment.

● Managed over 150 inbound and outbound calls minimum a day, ensuring all service levels and sales goals were met.

● Market the company effectively over the phone and online by answering questions, submitting requests, and providing remarkable customer service.

● Analyzed CRM data for deficiencies or errors, while making suggestions to stakeholders on how to correct any incompatibilities and improve relationships to grow the business.

● Performed accounting duties such as collections, invoice payment, and analysis of operating statements.

JANUARY 2021 – MAY 2021

CUSTOMER CARE TEAM LEAD, IMPACT FLOORS, LLC.

● Lead a team of 10+ individuals in the Customer Care Team. Developed action plans to train and motivate the team to ensure customers receive professional quality service and all goals are met.

● Managed overall performance by meeting Key Performance Indicators (KPIs) and tracking, analyzing, and reporting metrics on various reports.

● Identified and communicated trends, opportunities, and issues before they were escalated, then recommended process improvements.

● Meeting work from home KPI’s

EDUCATION

MAY 2020

BACHELOR OF ART IN JOURNALISM & MEDIA PRODUCTION, COLORADO STATE UNIVERSITY (CSU)

MINOR IN BUSINESS ADMINISTRATION, COLORADO STATE UNIVERSITY (CSU) SKILLS

● Administrative Duties

● Analytical/Strategic Thinking

● Computer Proficiency

● Customer Service

● Data Analysis

● Detail Oriented

● Leadership

● Lock Out Tag Out

● Troubleshooting

● Maintenance

● Voltage ID

● Hand Tools

● Power Tools

● Microsoft Office Suite

● Data Entry

● Organized

● Detail Oriented

● Problem Solver

● Project Management

● Verbal and Written communication

● Diagnosis

● Running Cable

● Wiring

2

Contact this candidate