Customer Service Delivery

Wesley Dowdell

******@*****.*** 678-***-**** Atlanta, GA

SUMMARY

Seasoned professional with 35 years of experience in customer support and technical service roles. Detail-oriented with a strong command of Microsoft Applications and a proven track record in enhancing service reliability and customer satisfaction. Seeking to leverage extensive technical expertise and account management skills as a Customer Service Representative.

WORK EXPERIENCE

Comcast Atlanta

Senior Technician Support Center Rep May 2020 - Dec 2023

• Addressed technical inquiries and resolved issues for field technicians through phone and task messaging, reducing the need for transfers and escalations.

• Managed customer accounts by updating equipment orders, processing reboots, and confirming billing alterations, ensuring accurate service delivery and customer satisfaction.

• Diagnosed and rectified issues with residential and commercial products, enhancing service reliability by utilizing extensive technical expertise.

• Facilitated new customer transitions by executing third-party verifications and managing telephony porting processes according to industry standards.

Technician Support Center Rep Oct 2018 - May 2020

• Provided technical support and guidance to field technicians, ensuring accurate and efficient resolution of issues through phone and task messaging systems.

• Executed system modifications including equipment addition, reordering, remote reboots, and work order adjustments to maintain accurate billing and service delivery.

• Enhanced service quality and minimized issue escalation by effectively utilizing internal tools for real-time service verification and supporting technician activations and troubleshooting.

• Contributed to the development of field technicians by delivering education on the use of field tools, fostering a culture of self-service and continuous improvement. CommOps2, Fulfillment (Field Liaison) May 2015 - Oct 2018

• Provided essential support to field personnel, enhancing customer service delivery and issue resolution.

• Assisted Technicians with the troubleshooting of Rugged Mobile Computers, contributing to improved operational efficiency.

• Updated and modified work orders to streamline Technicians' use of handheld and activation tools, ensuring effective deployment of field resources.

CRS Group/AT&T

Specialist Network Control Feb 2012 - Feb 2015

• Conducted testing and analysis on network facilities, ensuring the integrity and functionality of power systems, communication hardware, and connectivity solutions.

• Provided initial fault isolation support, enhancing the efficiency of the Network Operations Center by aiding in the resolution of issues for both internal and external stakeholders.

• Managed and documented trouble ticket lifecycle, from opening to closure, and assisted in network adjustments and data collection to meet customer requirements and support operational excellence. Intelliverse

Account Manager Feb 2003 - Jun 2011

• Managed customer inquiries regarding billing, rates, and dialing instructions, ensuring comprehensive support and resolution of issues to maintain customer satisfaction.

• Provided detailed explanations of enhanced communication product features, facilitating customer understanding and optimizing product utilization.

• Assisted with call connections and addressed service-related concerns, delivering a courteous and professional service experience to all customers.

Ameritech

Consumer Sales Representative Jun 2002 - Aug 2002

• Managed and updated customer accounts efficiently, ensuring high levels of customer satisfaction and account accuracy.

• Provided consultative sales advice, tailoring telephone service solutions to individual customer needs, resulting in effective customer problem-solving and service personalization. City of Indianapolis Police Department

Identification Processor Feb 2002 - Jun 2002

• Managed the accurate processing and classification of fingerprints for arrested individuals, ensuring the integrity and searchability of criminal identification records. PTEK Holdings

Account Manager Feb 2000 - Nov 2001

• Managed customer inquiries by providing comprehensive solutions to issues concerning billing, rates, dialing instructions, and feature functionalities, ensuring a high level of service and customer satisfaction.

• Assisted clients with effective use of calling card and voicemail services, upholding company standards for courtesy and support.

Prostaff Temporaries/The Coca-Cola Company

Consumer Information Coordinator Jul 1998 - Dec 1999

• Addressed consumer inquiries through multi-channel communication, ensuring accurate and tailored responses by conducting thorough research and utilizing updated company information resources.

• Coordinated with internal and external parties to manage consumer interactions effectively, maintaining meticulous records in compliance with departmental procedures. TicketMaster

Ticket Agent/Assistant Trainer Jul 1997 - Jul 1998

• Processed ticket orders for a range of sports and entertainment events, ensuring accurate and timely customer service.

• Supported the Personnel Coordinator in training new staff, contributing to the efficient operation of call center functions.

AT&T

Customer Service Representative Jun 1994 - Apr 1997

• Managed and updated customer accounts, ensuring accurate long-distance service provision and account integrity.

• Addressed billing and credit inquiries, diligently maintaining comprehensive records for residential customers. Operator Services Sep 1986 - Jun 1994

• Processed and accurately billed a high volume of long-distance phone calls, ensuring customer satisfaction and adherence to billing protocols.

• Provisioned reliable long-distance services for a network of public payphones, contributing to the maintenance of essential communication infrastructure.

• Assumed assistant leadership roles, effectively coordinating with the team to manage service limitations and resolve operational challenges.

EDUCATION

Purdue University

Mass Communications

Jan 1984

SKILLS

Customer Service • Windows • Sales • Account Management • Telephony • Network Support • Attention to Detail

• Basic Math • Friendly, Positive Attitude • Communication Skills • Call Handling • Microsoft Office • Quality Assurance

Contact this candidate