Telecommunications Specialist Customer Service

VERONICA MAESTAS

***************@*******.*** 505-***-**** 214 Spring Dr SE, Rio Rancho NM 871245

Summary

Creative Telecommunications Specialist with complex technical support skills in troubleshooting, installing, and configuring electronic devices.

Expert in communications technology to resolve equipment and system access problems. Versed in wide range of technical tools and systems.

Talented customer service professional skilled at managing incoming and escalated customer calls, emails, and texts with knowledgeable, friendly service. Highly experienced with Telecom processes with talent for identifying and addressing trends in caller issues. Good interpersonal, communication and problem-solving abilities. Skills

• Self-managed, no supervision needed to perform tasks • MS Windows with optimum results • Wireless Office Customer Care

• Citrix Web people Soft 9.1 • 3G, 4G, 5G Integration

• Opal • MTAS Verizon Wireless

• Port Validation

Experience

Customer Service Advocate Verizon Wireless - Albuquerque, NM 11/2011 – Present

• Delivered first call resolution in support in activation of electronic devices; cell phones, laptops, and security systems.

• Provided customer assistance with setup and connectivity issues.

• Fielded customer complaints and queries, fast-tracking them for problem resolution.

• Answered inbound calls, chats, and emails to facilitate new products and services which resulted in sales, financing, and software integration.

• Evaluated benefits for each caller to determine service needs and address concerns.

• Upheld privacy and security requirements for customer information.

• Set up and test connected jet packs.

Customer Service Identity Theft Specialist Intersections Inc - Albuquerque, NM 2004 – 2011

• Assisted customers who are victims of identity theft by contacting Credit Reporting agencies, Banks, Creditors, FTC, and BBB.

• Investigated cases of identity theft through recovery of personal information.

• Reviewed account and service histories to identify trends and resolve issues.

• Assisted victims with reporting and case generation for prosecution. Manufacturing Technician Intel Corporation - Rio Rancho, NM 1997 - 2004

• Supported production by ensuring all safety protocols were met based on chemical output.

• Member of Emergency Response Team

• Performed production adjustments for employee safety, quality, and productivity.

• As Shift lead for Lithography, collaborated with team members to complete demanding projects under tight deadlines. Trained in areas for Wet Etch, Plating and quality checks for several labs.

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