Center Agent Call

Howard J. Tursi

**** ******** **** ****** ****, FL 32792 Home: 407-***-**** ******@*******.***

Experienced call center agent looking to join a well-established company or firm.

Lake Mary, FL

TRANSFORM HOME IMPROVMENTS/SEARS

02/2020-PRESENT

Answered inquiries by clarifying desired information; researching, locating, and providing information

Documented call information

Maintained call center database by entering information

Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

IT tech support for customers with website

CALL CENTER AGENT APPLE/ CONCENTRIX

01/2018 – 02/2020 Identified service opportunities for every customer

Convert every inbound customer call to a scheduled appointment to increase dealership profitability and service-drive traffic

Followed up on all inquiries to ensure resolution satisfies customer, dealership, and company expectations

Advised customers on service scheduled maintenance and service campaigns

Handled status inquiries and communicated with service advisors and other dealership personnel regarding progress of customers vehicles

Had knowledge of all products, services and pricing for all domestic, foreign and luxury brands with Group 1 dealership network

Assisted call center in achieving or exceeding service level objectives and key operational initiatives

Trouble shooting Apple MacBook pro, IPhones, tablets

Maitland, FL

REP 1, STAPLES CALL CENTER

12/2016 – 01/2018

Answered inquiries by clarifying desired information; researching, locating, and providing information

Documented call information

Maintained call center database by entering information

Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Orlando, FL

SPRINT, QUAILITY CONTROL

09/2013– 11/2016

Ensure security controls for digital assets by performing security risk assessment of J&J mobile and web applications

Oversee and guide a technical team in performing security risk assessments

Verifying digital assets are developed and managed according to the Information Asset Protection Policies Replicate the actual techniques and tools used by malicious attackers in an effort to model potential external threats

Analyze test results, draw conclusions from results, and develop targeted exploit examples

Assess and correlate true business risk based on test results

Review calls for compliance

EDUCATION

ROLLINS COLLEGE 2014-2018 A.A. DEGREE COMMUNCATIONS/PUBLIC RELATIONS

SKILLS

Microsoft word, Excel, PowerPoint, QuickBooks, Type 35wpm

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