Customer Service Technical Support

ANTHONY J. APODACA IV

**** *********** **, ***********, ** 87121

Phone 505-***-****

E-mail **********@*****.***

Objectives

Providing support for customers has opened my eyes to how much I enjoy teaching and guiding individuals towards new products and ideas. I am a quick and efficient learner from a family of teachers, and I truly enjoy using my experiences to help educate others. My work history includes 10+ years of customer services, technical support, and IT support. Also, I have experience with management training within a call center & warehouse environment and Real Estate, Mortgage and Title Loan experience.

Experience

October 2021 – present iA American Warranty Group, Albuquerque, NM.

Quality Control Specialist (July 2022 – present)

●Answer calls from selling dealers, lending institutions and customers, answering inquiries about cancellations, activations, coverage, & transfers.

●Processing emails and faxes, processing cancellations, contract updates and responding with the correct information.

●Answer chat inquiries from selling dealers and agents.

Customer Service Representative (October 2021 – July 2022)

●Answer calls from selling dealers, lending institutions and customers, answering inquiries about cancellations, activations, coverage, & transfers.

●Processing emails and faxes, processing cancellations, contract updates and responding with the correct information.

●Answer chat inquiries from selling dealers and agents.

September 2018 - August 2021 HCSC Blue Cross Blue Shield, Albuquerque, NM.

Customer Advocate for NM Centennial Prior Authorizations

Answer and receive phone calls primarily from providers, checking status and create new prior authorization requests. Following New Mexico state guidelines either approve or forward for further medical review, while maintaining a strict adherence to New Mexico Medicaid and federal HIPAA laws.

Process faxed in prior authorization requests, while either approving or forwarding for review based on NM Medicaid and federal HIPAA laws.

October 2017 - July 2018- Canon ITS, Albuquerque, NM.

Multi-Function Printer Technical Support Tier 1

Answer and process phone calls from current and future owners of multi-function printers (MFP) as a subject matter expert.

Provided technical support assistance to assist with unpacking and setup while connecting MFPs to Apple OS, Microsoft Windows and Linux operating systems, as well as network connections to LAN or wireless LAN networks and via connection to Android or Apple mobile devices.

Technical support through troubleshooting issues ranging from printing issues, network connections, and the hardware functionality.

April 2014 - June 2017- T-Mobile Wireless, Albuquerque, NM

Customer Account Expert (January 2017 - June 2017)

Answer and process phone calls as a subject matter expert for all wireless services and products available from T-Mobile, providing customer service assistance for a specific geographical area.

Provided assistance for all account maintaining including bill payment, bill arrangements, extended payment plans, change of responsibilities, plan changes, line cancellations, upgrading equipment and adding lines.

Basic troubleshooting technical issues.

Maintained and exceeded sales goal for device & accessory sales, line additions and specific services & benefits.

NM Technical Support Expert (April 2014 - January 2017

Provided advanced technical support for cellular phones, mobile hot spots, tablets and other internet enabled devices such as SyncUp Drive devices and @Home or LineLink VoiP devices.

Provided all technical troubleshooting matters regarding devices, from basic fixes all the way through replacing their devices if the need arose. Ordering and assisting with setup or new and replacement devices.

As a point of contact between the customer and the engineers, I filed trouble tickets with Network Engineers in the area where the service problems occurred, including following up once there was a resolution reached with the customer.

Education and support for new users familiarizing with new devices as well as assistance with setup.

Provided floor support for the coach when needed, coaching new agents on more efficient and higher quality services to the customers, assisting with training and developing soft skills of agents on the floor.

October 2011 - April 2014- Sitel, Albuquerque, NM

Senior Customer Service Representative (July 2012 - April 2014)

My primary role was as a senior representative for the Starbucks campaign.

I provided help-line assistance for agents on the floor through technical guidance using knowledge of our products, research databases and technical programs; as well as providing the authorization to make offers to customers beyond what the normal guidance would allow for the agent.

I also took responsibility for escalated calls, when customers do not receive the assistance and answers they expected from the normal in-bound agents.

As an expert on the handling high priority cases for customers, they were assigned to me, covering such cases as injury, illness, theft, property damage, and discrimination. Provided the follow through to resolve the customers’ concerns in a timely and thorough fashion.

Served as an assistant to the coach of the department including such responsibilities as plan and scheduling for all employees of the department, leading training and development seminars for new procedures for the agents, developing the educational programs and handouts that were distributed to the call center to advise and guide agents, and provided coaching and feedback on the agents for high dollar cases and supervisor calls.

Customer Service Representative (October 2011 - July 2012)

Customer service for Starbucks campaign.

Responsibilities included taking in-bound calls as well as reading and properly responding to both email and postal correspondence.

Provided service for customer complaints, technical problems within their rewards accounts, and technical help with the website and mobile applications.

Primary point of contact for filtering the email boxes for upkeep including “Common Issues” projects, spam & un-deliverable, responses from District Managers, dealing with ongoing cases, and working with corporate media departments to provide proper responses to larger press issues that customers were responding to.

Education

1999 - 2004, Albuquerque Technical Vocational Institute Albuquerque “CNM”

Business Management & Accounting

1997 – 1998, University of New Mexico, Albuquerque, NM.

Computer Engineering & General Undergraduate Studies

May 1997, Graduated from St. Pius X High School in Albuquerque, NM

References

●Amber Chavez: Senior customer support representative at Sitel & technical support at T-Mobile, 505-***-****

●Danny Griego: Coach at Sitel & Supervisor at Canon & Supervisor at iA American Warranty Group, 505-***-****

●Britany Rogers: Coach of Senior customer support representative department at Sitel, 505-***-****

●Melanie Silva: Senior customer support representative at Sitel & human resources at T-Mobile, 505-***-****

Contact this candidate