Technical Support Call Center

Zaynah A. Jackson RESUME OF QUALIFICATIONS

**** ********* **** ***. *** Email: *************@*****.*** Riverdale, NJ 07457 Telephone: 973-***-****

OBJECTIVE Seeking a career in Technical Management or IT networking where my experience and education will be developed and further utilized. EXPERIENCE

03/2015- Present AT&T Mobility

Paramus, NJ

Customer Support Specialist (Advanced Technical Support) Provide customer service and support.

Identify technical issue and resolve the problem via phone, email or any other electronic medium.

Analyze problems with the help of automated diagnostic programs. Resolve recurrent problems and difficulties.

Configured the computer to internet connection through modem or DSL router as required by the client.

Configured internet related software applications. Train clients in system operation and software applications related to Internet. Identify, resolve and advice on operational issues in the systems. Create new accounts using software tools.

Trouble shoot technical and non-technical issues related to web hosting plans and Services.

Provide technical support for escalation issues of first level. Write reports, procedure manuals and business correspondence. 08/2013 – 08/2014 Aerotek/GAF Corporation

Wayne, NJ

Warranty Service Representative/ Administrative Assistant (Contract) Handled telephone inquiries from Territory Managers, Certified Contractors and Property Owners.

Gathered documents to register System Plus and Golden Pledge enhanced warranties for newly installed roofing products.

Reviewed and updated warranty files for incoming warranty edits, transfers, and warranty transfer denials.

Printed and mailed enhanced warranties daily to property owners and contractors for newly installed roofing products.

Maintained calendar for roofing Inspections and warranty print jobs daily. Maintained and distributed incoming email from Golden Pledge warranty transfers mailbox according to representative’s region and or territory. Maintained warranty department voicemails and distributed according to representative’s region and or territory.

11/2011 - 01/2013 AAA National Automobile Club

Florham Park, NJ

Customer Call Center Representative (Part-time)

Handled incoming emergency road service calls in call center setting. Provided verbal road directions to members and answers travel related inquiries.

Investigated membership related discrepancies, and maintained existing membership data via online access to membership system. Responded to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier up grades, automatic renewals, and transfers.

Used probing questions to determine members needs and recommended specific products or services.

03/2010 - 05/2011 Options Employment Resource/ Horizon Blue Cross Blue Shield Newark, NJ

Customer Call Center Service Associate (Temporary) Provided excellent customer service experience while meeting quality and production. Received customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probed for additional helpful information (i.e., member ID, claim number, name, etc.) in order to effectively handle inquiry.

Initiated investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.)

Accurately documented customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up. Followed up on unresolved issues in a timely manner, escalating call trends to management.

Extensive ongoing training in re: to medical terminology, HPCP codes, ICD 9 codes. 06/2009 - 03/2010 LogistiCare Solutions

Edison, NJ

Customer Call Center Representative

Provided superior customer service to clients.

Efficiently and accurately entered all transportation request into LogistiCare data management system.

Performed all gate keeping functions related to trip authorization, documenting and resolving complaints and issues.

07/2008 - 06/2009 AAA National Automobile Club

Florham Park, NJ

Customer Call Center Representative

Handled incoming emergency road service calls in call center setting. Provided verbal road directions to members and answers travel related inquiries.

Investigated membership related discrepancies, and maintains existing membership data via online access to membership system. Responded to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier upgrades, automatic renewals and transfers.

Used probing questions to determine member needs and recommended specific products or services.

EDUCATION DeVry University - Chicago Illinois (online) Major: Technical Management in IT Networking Fundamentals- July 2022 Degree: Bachelor of Applied Science

Gibbs College - Livingston, NJ

Major: Business Administration and Accounting- June 2008 Degree: Associates of Applied Science

.

.

Contact this candidate