Customer Service

MIKLA M REDD

* * **** ******, ********** DE ***** 302-***-**** ********@*****.***

PROFILE

Dedicated professional with years of experience working in a corporate environment. Excellent

organizational and written communication skills. Possessing the ability to work well with others, under pressure and with deadlines. Effective problem solver, sound judgement and pride in providing exemplary customer service.

KEY SKILLS

Maintain Customer Focus Voicemail Administration

Effective Decision-Making Troubleshoot tickets and issues

Cross Team Collaboration Schedule and complete incoming requests

Strong Communications Skills Monitor open issues and coordinate follow-up

Perform hardware/software upgrades Customer order billing / SAP familiar

on PBX

WORK EXPERIENCE

UPS HEALTHCARE – Newark, DE 19702

Customer Service Team Member, 03/2022 – Present

This is a supply chain environment. Enter customer purchase order requests into system via SAP processing. Track shipment and arrival of requested medications. Provide communication/email reference to delays, complaints or issues. Update licenses and billing information. Verify eligibility to receive medications. Maintain regulatory guidelines.

VERIZON SELECT SERVICES – King of Prussia, PA 19406

Communications Technician, 01/1999 to 04/2021

Perform daily on-site customer support related tasks and special projects as assigned by management and customer requests. Collaborate with site focal(s), facility department and site planning personnel to correct errors, verify information and investigate questionable issues. Coordinate large area station moves and schedule system outages. Maintain/update customer inventory. Provide customer instruction and training when necessary.

BOEING HELICOPTER COMPANY – Ridley Park, PA 19078

Voice Communications Technician – Lead, 3/97 to 12/1998

Organized and utilized all support resources within the work group. Monitored team performance against guidelines of Service Level Agreements. Represented the voice department by participating on cross-organizational teams. Managed customer expectation and demonstrated reliable customer care skill continuously. Created Metric Reports for representation to management. Maintained a general technical proficiency in all applications utilized by the customers supported.

BOEING HELICOPTER COMPANY – Ridley Park, PA 19078

Voice Communications Technician, 4/1987 to 3/1997

Provided first level technical support to customers. Opening, resolving and closing customer tickets, escalating to appropriate departments when necessary. Avaya G3R System Administration as well as Octel 250/350 System Administration. Provided voicemail customer training when required. Scheduled contract labor.

EDUCATION

Bachelor’s Degree Program, Major in Organizational Management, 9/2012 Wilmington University – Wilmington, DE

Associates Degree, Major in Computer Programming, 6/85 Peirce College – Philadelphia, PA

High School Diploma, Major in Business, 6/83 Chester High School – Chester, PA

REFERENCES

Available Upon Request

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