Customer Service Manager

MONTEZ DORSEY

Glen Burnie, MD ***** 410-***-**** ******.******@*****.***

linkedin.com/in/montez-dorsey-30997441/

CUSTOMER SERVICE MANAGER

Proactive customer service manager driven to lead teams to succeed in providing customers with a stellar experience. Skilled in fostering a productive workplace culture and guiding teams to embrace change. Always keeps pace with service demands and delivers solutions that benefit both the customer and the company.

CORE COMPETENCIES

Problem Solving • Troubleshooting • Deep Listening • Team Development • Leadership & Management

Information Gathering • Documentation • Communication • Process Improvement

TECHNICAL SKILLS

Operating Systems: Windows 10, 8, 7, Vista, XP

Programming Language: A+

Database: ACSS

Software: Microsoft Office – Word, Excel, PowerPoint • Google Suite - Docs, Drive, Sheets, Meet,

PROFESSIONAL EXPERIENCE

VERIZON - Hanover, MD 2/2009–Present

Government Support Technician, 4/2014–Present

Diagnose and troubleshoot complex data/cellular issues leveraging knowledge of LTE, GSM, and CDMA wireless technology. Handle process, service, and maintenance requests and situations that may require extensive research. Conduct troubleshooting with a willingness to explore alternative options.

●Used strong interpersonal skills to communicate complex and technical information clearly and concisely.

●Demonstrated a strong aptitude and knowledge of personal computer hardware and software, along with flexibility and a willingness to take initiative.

●Assumed special projects as requested by management.

Technical Support II, 7/2010–4/2014

Troubleshoot client equipment via phone support or remote access per client authorization.

●Researched complex issues and coordinated with technical resources to solve them.

●Uncovered and highlighted deficiencies and offered recommendations for improvement.

●Used a trouble ticket system to track progress and ensure issues were resolved with 100% client satisfaction.

Technical Support I, 2/2009–7/2010

Provided technical support for internal and external voice and data products. Troubleshoot hardware and software, identifying any software or application issues.

●Informed clients on how to set up and configure voice/data devices.

●Demonstrated the knowledge and skills necessary to diagnose PC system problems with TCP/IP configuration.

EDUCATION

Coppin State University - Major: Business Management

CERTIFICATIONS

Microsoft Certified Solutions Expert (MCSE), 2005–Present

A+ and Network+ Certified, 2006–Present

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