Meter Reader Service Representative
Resume:
Alva Stout
Apt ***
Houston,Tx 77071
PH 281-***-**** E-MAIL *************@*****.***
Objective:
Obtain a position where my proven skills and organizational ability can be used as an asset to the company.
Computer Skills: MS-Windows, MS-Word, MS-Access and MS-Excel, PC Upgrades and Installation, Ghosting, Diagnosing, And Troubleshooting, Advance Networking, Operation Systems Fundamentals
Work History
February 2016-Present
TLC Fulfilment Coordinator
Job Summary:
Responsible for supporting field technician productivity goals by providing overall appointment management. Handles escalation management to support the overall customer experience. This includes assignment of jobs, monitoring all time frames to increase efficiency, and ensuring customer commitments are met. Provides timely internal communication regarding available resources and proactive customer contact related to customer commitments for all scheduled work. Makes direct contact with customers as needed. Works with moderate supervision/guidance. Accountable for individual results and impact on team.
Core Responsibilities:
- Routes scheduled work to the appropriate field personnel by utilizing designated workforce management system or software.
- Attempts to analyze, prioritize, and dispatch appointments when workforce management system routing cannot identify an available resource.
- Monitors field technician productivity and ensures efficiency by evaluating pool of jobs, identifying jobs at risk for late arrival, and optimizing routes to meet customer expectations.
- Utilizes the billing system and/or other related software to build, modify, and schedule/reschedule work orders to resolve customer escalations and in line with established protocol. Issues credits when applicable per company guidelines.
- Owns end-to-end response to escalated problems including ticket processing, documentation, and customer contact.
- Leverages department ticketing systems or applicable escalation tools to communicate, document progress, note customer interactions, and disposition/code results from escalations in alignment with quality guidelines
- Uses company technology, support tools, and contact systems to the fullest potential and as outlined by established business processes/protocol.
- Communicates proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience.
- Concentrates on group of field resources, as assigned, by utilizing the appropriate workforce management system or program.
- Inputs data into various databases and company dispositioning systems used for tracking and reporting in alignment with quality guidelines.
- Triages customer service issues using troubleshooting software to determine root causes and attempts to resolve remotely. Identifies trends and acts accordingly.
- Must meet or exceed established goals and operational performance metrics.
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February 2011-2016
TLC Field Traffic Controller
Coordinate daily routing, manage all Field Techs workloads, manage all their daily affairs, update routes throughout the daily manage scheduling, dynamically route techs using WFX and ACSR System, report and reach out to Field Supv, with any challenges needing assistance i.e. Plant Faults, outages or irate customers.compily hourly timeframe reports, am and End of Day reports. Communicate using IChat, Task Messaging and Company email.
June 2010-2010
Comcast Legacy Home Security
Assist Customer with programming, and Troubleshooting of Security system, Access UCC Database to verify security information and verify passcodes, assist with changing system password, and update contact information, work with Dispatch, In-house/Contracted Technicians to schedule service calls as needed. Researched various Data bases for security information related to customer accounts, for updating and verification Purposes, Used Dice,CMS,Erone and Csg routinely for daily activities, took leading role as Legacy Home Security Lead Poc,assisted with some XHS issues as needed.
December 2007-June 2010
Comcast Cable Cae-Tech Support
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of
requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer
education as needed.
Trouble shoots Cdv, His and Video. Provision his modem. VoIP modem and Digi converter boxes…
Assist customer using.CSG, Grand slam, Remedy Casper various tools.
June 2006-September 2006
Chasecom-CSI Tech Support-Contract position
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer
education as needed. Performed Floor Lead operation, updated and escalated to Sts and ASI for magic trouble tickets, used Avaya, crm.amt tool, router snapshot tool but and BLT suites, assisted with hardware and software installation.
Feb2006-Apr2006-Contract
CCI Interactive-Customer Service Representative
Supported Dispatch for Verizon and Cingular Customers
Dispatched towing service and lock out assistance for inbound and outbound client
June 2004-Jan 2006 Houston Community College Systems Hardware/Software Technician -Contract
The Support Specialist primary responsibility is to provide deep level support and maintain the infrastructure
Platform environment, worked with Unix Based Servers and OSX MAC, GS4&5 involved with programs such as VNP Viewer, Dream weaver, familiar with programs such as filemakerpro, VNC
Viewer, Retrospect. And Tape ware for Dell Servers.
.
2003-2004- Convergys Technology Center Houston Call Center
Help Desk/Tech Support
Interface with customers via inbound or outbound calls or the Internet for the
purpose of resolving routine problems with products or services.
Greet customers in a courteous, friendly, and professional manner using agreed
upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of
requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer
education as needed.
Resolved customer issues using programs such as Vantive, ASI Magic. Blue Asia Modus Peak, Tool Binder, and Circuit Manager, Solet andSNET Databases, escalated call to 2nd Tier Support as needed.
2000-2003 Columbia Water Division, Columbia, SC
Water Meter Reader-
Accurately read residential water meters for billing; posted
late notices; replaced old meters boxes\; prepared service request as well as
customer services duties.
Education:
Graduate AAS, Kaplan University
Comp soft Training Center, Inc. - A+ computer N+ MCP
Technician
Associate Degree-Finance and Accounting
Diploma in General Studies
Certificate in Plumbing and Pipefitting
Certificate in Wire Systems Installer/Operator/Cable Spicer
Tactical Army Computer Course
Primary Leadership Course
Supervisor Training
First Aid/CPR/Blood Borne Pathogen Courses
Certified Alarm Installer
Certified Alarm Installer
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