Customer Care Service Representative

Maurice Robertson

**** ********* *** **********, ** 20706 adhuvq@r.postjobfree.com 443-***-**** (Cell)

PROFILE

Dynamic and consistent professional with over 10 years of progressive experience in providing Call Center Support in search of a challenging position within the Technical Support department of a reputable company that will utilize my excellent work ethic to contribute to the company’s success.

EDUCATION

Morgan State University Baltimore, MD 1992-1994

Studied English/Communications

North American Trade School Woodlawn, MD 5/6/2020-8/4/2020

CDL Class A Permit (Tanker Endorsement)

QUALIFICATIONS

Possesses knowledge of Help-Desk, Customer Care, Telecom policies and procedures.

Proficient in Microsoft Office Suite 2003-2010 Editions, Windows 7 & 8, 9X,10, NT, ME, XP, Vista & Mac OS X.

Familiar with the following software: Acrobat, FileMaker Pro, Ghost, Photoshop, HEAT, PeopleSoft Admin, Lotus 123, Omni-Pro, FoxPro, West, Melon (LAN) Remedy, Proposal Writer, Conflict Resolution, Lotus Online, Arbor Om/BP, Eastland, Oasis, CD Bills, EUR applications, Open View, TCP/IP, POP3, Queber, Bell LENS, SWB-Tool Bar, GUI Systems, LIDB, U-Command, TBS (Telecom Business), Clarify E-Fax, ATLAS, Track-It, PeopleSoft, HRMS, CSG, Watch-Tower, and E-Directory. Mac for Office and iWorks.

Familiar with the following hardware: Cisco IP Phone System (ACD), Avaya Phone System (ACD), Dell, HP, Sony, Panasonic, Toshiba, IBM workstations/ laptops.; HP, Xerox, Ricoh network printers, Arris, Cisco, Motorola modems/routers

Able to change passwords for various programs: MS Exchange, Active Directory, Novel Group-Wise, multiple PeopleSoft clients and intranet-net clients.

Able to log trouble tickets via Ticket It, Remedy 6 or MAXIMO.

Able to perform administrative duties such as filing, operating a multi-line phone system and input data; types 65 WPM.

Knowledgeable in DSS protocol for Energy Assistance Program

Trained in DSS Customer Service Data Systems, and Office Of Home Energy Programs (OHEP) Data Management Systems

PROFESSIONAL EXPERIENCE

Comcast White Marsh, Md 5/8/2017-9/4/2018

Customer Care Repair Tech 2

At Comcast, as a Customer Care Repair Tech 2, I am Responsible for providing Tier 2 troubleshooting and the highest level of support to our high- valued residential customers. Provides the highest level service and acts as a single point of contact for the customer, taking ownership of all interactions and assists with the most technical, complex and difficult issues our customers experience. Establishes and maintains positive, productive and trusting relationships with customers to foster long-term loyalty and complete satisfaction, upholding Comcast’s commitment to the customer experience. Accurately and confidently handles all customer inquiries (ie: Helpdesk, iCHATs and ticketing) using a mastery of technical trouble-shooting skills, communication, active listening, and problem solving skills. Acts as a subject matter expert on Comcast processes and procedures and a technical expert in troubleshooting all lines of business. Thrives in a fast-paced, dynamic and collaborative environment that provides superior service to customers.

Uber Baltimore,MD 9/2015- Present

Driver

As an UBER driver my duties include Safe navigation through cities in the states of Maryland & Virginia including Washington D.C. via utilizing and operating GPS software via I-PHONE technology, and properly following navigational directions from GPS and from the preferences of customers. I consistently demonstrate ability to deal peacefully with unforeseen circumstances or delays and use advanced driving techniques to better improve time management and safety as well I assure that the vehicle is maintained in excellent condition and is cleaned regularly and In-depth knowledge of vehicle maintenance is applied. I myself keep a neat and smart appearance. I keep Excel spreadsheets and maintained files to track mileage, maintenance, and miscellaneous expenses.

I provide superior customer service with a sense of urgency, safety, kindness, and I have a congenial

mature and professional demeanor, customer friendly and intellectual individual with desire to exceed expectations created and have accomplished over more than 200 safe and successful trips in the span of 3 months.

Swift Staffing (Dept. Of Social Services/OHEP) Towson, MD 6/14-9/15

Mail Room Clerk & Clerical

I Collect and manage incoming mail and client requested information and documents for OHEP (Office of Home Energy Programs), as well perform researching and reviewing records to gather information pertaining to vital cases, also I answer DSS phone lines assisting clients with case updates and resolving client inquiries and process cases daily via data entering new applications or updating case information in DSS/OHEP Systems. Other duties consist of filling in other OHEP positions when needed, such as case working, case assignment, or interviewing clients for OHEP benefits as well as being the point of contact with BGE for issuing 55 day Extensions.

I am developing into an essential and dependable asset to the OHEP team.

Washington Metro Transit Authority/ISS Washington, DC 8/2010-8/2012

Tier I Help Desk Support

While employed through an agency, my duties included receiving Tier I trouble calls for WMATA end-users, utilizing AVAYA ACD with an estimated 2000 end-user base, troubleshooting software and hardware issues via verbal coaching or remote log-in and using First-Call Resolution protocol as well as effective probing-question techniques to effectively resolve issues. Other duties included testing customer software, VPN set up, and driver downloads for effectiveness, coaching and educating end-users on PC and software usage and resolving all technical or software issues to the best of my ability.

Due to my congenial demeanor, I was often the “Go To” person to diffuse complicated issues.

Washington Post/Tek Systems Washington, DC 6/2008-4/2010

Help Desk Support Specialist I

While employed through an agency, my duties included providing Level 1 Help Desk support and internal ticket management as well as answering and evaluating each customer’s need for assistance, tracking open issues and making sure customer’s needs were met in a courteous and professional manner. Other duties included generating basic reports to management, VPN password reset and connectivity troubleshooting, creating departmental and team procedures, preparing technical documentation for the Help Desk and other supporting groups and providing assistance for IT Projects within the Help Desk.

I was recognized by my supervisor for thoroughly completing assigned tasks and research.

Amerix Corporation Columbia, MD 6/2006-8/2008

Freedom Point Customer Service Representative

Verizon Wireless Laurel, MD 6/2003-10/2005

National Business Account Liaison/Senior Customer Universal Service Representative

Telespectrum World Wide Inc. Baltimore, MD 4/2002- 6/2003

Customer Service Representative & Network Tech I

Espire Communications Laurel, MD 6/1998-6/2000

Bank Of Baltimore Baltimore, MD 8/1992-8/1995

Research Dept. Representative

REFERENCES

Available Upon Request

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