Customer Service Technical Support
Resume:
DEBRA SARGENT
Greenville SC 29611
****************@*****.***
SUMMARY of QUALIFICATIONS
•Experienced Customer Service Specialist with over thirty years experience in the retail IT industry.
•Works well with all levels of management and also alone with minimum supervision.
•Able to multi-task, resolve situations as the need arises, and train on new skills as needed.
•Managed and supervised 6 employees of electrical company’s warehouse daily operations for 7 years.
•Supervised volunteer staff of 15 for a charity event from 2004-2006.
•Training Assistant for New Employee Technical Support Rookie Camp handling supervisor responsibilities. 25 reps in the rookie camp
•Point of contact in supervisor absence over team of 10
•One on one coaching sessions to provide feedback on making sure they were using the appropriate troubleshooting skills to handle the customers in a quick and efficient manner
•Dedicated and well organized. Experience includes:
• CompTia A+ and Net+ Certified
• Customer Service
• Gentran • Billing
• Gentran Integrations Suite • Purchasing
• Foresight software EDI translation & mapping specifications • Inventory Control
PROFESSIONAL EXPERIENCE
Verizon Wireless, Greenville, SC 2008- Present
Technical Support Expert Greenville Call Center.
•Trouble shooting all Data device for home 5G intenet services
•Trouble shooting for in car wifi devices
•Coached and mentored representatives who were struggling to give customers the best Verizon Experience.
•Documented, coached and action plans for team members
•Member of the UAT Testing team. Testing and providing feedback on prelaunch devices and updated software releases on current equipment
•Point of contact in supervisor absence
•Documented, coached and action plans for team members
•Demonstrates proficiency of call handling and support of the many wireless/data products that Verizon offers to their customers.
•Ability to maintain accurate customer records and changes to the customers account, issues credit if they are due and communicate information to the customer
•Providing Technical support to all wireless customers for cell phones, PDA’s and Wireless Modem Devices.
•Member of the UAT Testing team. Testing and providing feedback on prelaunch devices and updated software releases on current equipment
Verizon Wireless, Greenville SC 2010
Training Assistant
•Training Assistant for New Employee Technical Support Rookie Camp.
• Assisted New reps with setting and attaining their daily weekly and monthly goals
•Did one on one coaching sessions to provide feedback on making sure they were using the appropriate troubleshooting skills to handle the customers in a quick and efficient manner.
•Set goals and developed action plans to help representatives reach their individual and team goals.
•Managed time management for the new employees
• I handled escalations from customers who wanted to speak with management. I negotiated the best deals that I could to keep the customers happy and make the best business decisions for VZW.
AHOLD INFORMATION SERVICES, Greenville, SC 2000 - 2007
Ahold is a $56 billion international food provider employing over 240,000 associates globally.
EDI (Electronic Data Interchange) Analyst
•Consultant between the Ahold operating companies and their suppliers.
•Responsible for generating new EDI partners and resolving all EDI issues for existing partners.
•Communicate and coordinate with EDI trading partners in the implementation of EDI functions.
•Monitor all current production transmissions for accuracy and create acceptable solution to eliminate any problems.
•Managed data bases with EDI Partners information
• Assist the EDI manager with reporting and various administration tasks; Promoted to EDI Analyst, Brought over 200 trading partners to the AS2 communications systems resulting in a reduction of $10K per month in van(value added network) communications charges.
•Trained new employees and existing employees on new methods, procedures and programs.
•Assisted EDI manager of various projects, recording stats and maintaining logs to make sure projects stayed on time and under budget.
LIBERTY TAX SERVICE, Greenville, SC 2006 – 2007
Certified Tax Preparer
•Prepared tax returns for customers
•Passed the Liberty Tax class and became a certified tax preparer.
•Provided customer service
•Marketing, helped to contact previous and possible new customers.
DAVIS ELECTRICAL CONSTRUCTORS, Greenville, SC 1993 - 2000
Electrical Contractor
Warehouse Clerk- Managed 6 employees and all daily operations of the warehouse including
•Purchasing of all tools and equipment.
•Scheduled all deliveries of equipment to the different job sites.
•Created orders for the warehouse staff to fill and ship, made sure orders were pulled and shipped in a timely manner by warehouse staff.
•Managed Inventory and billing of all tools and equipment for job sites and warehouse
•Managed records for the shipping/receiving of all tool and materials
•Assisted Director of Safety Engineering with obtaining and recording current Material Safety Data Sheets for OSHA regulations.
•Managed all log records and recertification’s of safety equipment
•Responsible for inventory and maintenance records of all company owned vehicles.
CHARITY EVENT MANAGER, Greenville, SC 2004 - 2006
Event coordinator for charity walk event.
•Obtained sponsors and prize donations
•Responsible for recruiting volunteers and participants
•Coordinated advertising
•Delegated volunteer responsibilities
•Purchased supplies
•Managed budget, Raised over $5K for the non-profit organization.
EDUCATION
Greenville Technical College, Greenville, SC 2005
Marshall University Huntington, WV 25701
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