Customer Support Service

LESSILIE J. SHIELDS

**********@*****.*** l 443-***-**** l Baltimore, MD 21213

OBJECTIVE

To work in an industry providing Technical and Customer support to ensure excellent communications.

SUMMARY OF QUALIFICATIONS

Excellent written and communication skills.

Flexibility and adaptability.

Good typing skills of 25-30 wpm.

Demonstrates results in previous leadership roles.

A proven ability to train and lead others.

Outstanding communications skills, in both verbal and listening.

Ability to adapt in a dynamic, high growth environment.

Commitment to providing expert customer service, quality operations and an unparalleled level of professionalism.

Strong organizational skills and conflict resolution skills.

Handling Customer Complaints

Performance Management & Team Leadership Skills

Efficient, dedicated, and reliable

MS Word, Microsoft Office, WordPerfect, and E-mail

Microsoft Excel and Lotus 1-2-3

Microsoft Windows, PC maintenance and backup

EMPLOYMENT

12/03/2018 – 08/26/2022 UPS Burtonsville, MD

Assist customers in person and via telephone.

Answer questions regarding store and products, while maintaining knowledge of current sales and store promotions.

Responsibly opening and closing store.

Ensure superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.

Greet customers entering the store to ascertain what each customer wanted or needed.

Guarantee positive customer experiences and resolved all customer complaints.

Investigate and resolved customer experiences and resolved all customer complaints.

Investigate and resolved customer inquiries and complaints in a timely and empathetic manner.

Train new employees by providing knowledge of specific store tasks, policies, procedures and guidelines.

Oversee 6 associates at the customer counter in delivering customer service.

10/12/1988 – 06/07/2019 Verizon Communications Silver Spring, MD

Traveled from different company locations throughout the state

Received service problems from customers via computer systems

Negotiating dates, times, access arrangements, and handling any customer that may be irate or dissatisfied with service

Hold monthly team meetings to inform team of any changes or update company procedures.

Approve and signoff team timesheets daily.

Perform monthly audits using safety and ergonomics guidelines

Administer company policies and procedures regarding attendance, performance coaching and productivity, customer response and process improvement

Oversee 14 central technicians that operate and maintain all types of local and toll switching equipment, data network equipment, computer processing equipment and associated peripherals.

Extracting routine system and customer reports as required

Performing tests, analyzing data to locate and clear trouble conditions in switching equipment, computer systems, and data networks

Take repair calls, testing, screening, closing out, and routing troubles to the appropriate center for repair.

Dispatching troubles to appropriate inside and outside repair forces and receiving close out information.

Maintaining computerized and manual files of trouble reports pending further action

Submit repair trouble tickets to service, splicing, communications and systems technicians.

Analyzing troubles and testing to verify line conditions and advising customers of estimated restoral time

EDUCATION

08/2007 – 03/2010 Strayer University White Marsh, MD

Bachelors Degree/Business Administration/Human Resources

10/2003 - 06/2007 Strayer University White Marsh, MD

Associate Degree/Business Administration

LANGUAGES

English

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