Customer Service Technical Support

MW

MIA WISE

*********@*****.*** 404-***-**** Forest Park, GA 30297

Detailed-oriented with extensive experience in telecommunications and customer service. Result-oriented with superior problem-solving and critical thinking. Skilled in tackling problems in unique ways to develop innovative solutions. Remote Technical Assistance

Troubleshooting and Diagnosing

Customer Service Support

Interpersonal Skills

Troubleshooting Network Issues

Teamwork and Collaboration

Multitasking and Prioritization

Technical Troubleshooting

Microsoft Windows and Office

T-Mobile Atlanta, GA

Specialist Wireline Technical Support

09/2018 - Current

Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality. Documented and updated case notes for each customer. Utilize time management skills to effectively manage daily task. Prioritized and organized tasks to efficiently accomplish service goals. Sprint Atlanta, GA

Business Wireless Technical Support

02/2017 - 09/2018

Provided excellent service and attention to customers when through phone conversations.

Diagnosed issues with cell phone performance, technical operations and specific applications.

Assisted customers daily by setting up wireless service. Set up and activated devices to work on the network. Sprint Atlanta, GA

Business Client Support

06/2012 - 02/2017

Researched, identified, and responded to client inquiries expeditiously, providing reactive and proactive customer support. Identified and solved technical issues with a variety of diagnostic tools. Used ticketing system to manage and process actions taken. Responded to customers request via telephone and email. Sprint Atlanta, GA

Billing Analyst

05/2007 - 10/2009

Applied billing adjustments to resolve discrepancies in wholesale accounts. Researched topics and completed due diligence to resolve issues in a timely manner.

Prepared spreadsheets by comparing and calculating disputed items. Sprint Atlanta, GA

Technical Support Representative

09/2000 - 11/2007

Assisted customers with various types of technical issues via telephone. Answered high volume of incoming and outgoing calls business customers.

Maintained high departmental standards for quality and productivity metrics.

Summary

Skills

Experience

New Jersey City University Jersey City, NJ

Bachelor of Arts in Political Science

05/1993

Argosy University Atlanta, GA

MBA in Marketing

Education and Training

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