Support Specialist Technical

JACQUELINE BROWN

Dacula, GA ***** 404-***-**** ************@*****.*** linkedin.com/in/jacqueline-brown-01768b159 APPLICATION SOFTWARE SUPPORT SPECIALIST

Accomplished professional with a passion for resolving complex issues. High-performing, results-focused, experienced in identifying areas of process improvement, and proficient in multiple software applications. A subject matter expert in a specific technology platform, such as agent workspace, chat live, agent transfer, or other service and support tools.

KEY SKILLS

Process Improvement Auditing Operations Management Quality Control Telecommunications Financial Analysis Professional Services Team Facilitation Collaboration Adaptability Team Building Training & Development Operations and Logistics SalesForce People Management Organizational Leadership OMNI

TECHNOLOGY

Microsoft Office Suite Access Software Understanding Internet and Cloud technologies Experience

EspriGas, Sandy Springs, GA 2024 - Present

Customer Service Team Member

● Communicate with customers via phone, email, or chat to provide information and assistance.

● Handle customer complaints, inquiries, and requests promptly and professionally.

● Resolve issues effectively by providing appropriate solutions or escalating the matter if necessary.

● Maintain accurate records of customer interactions and transactions.

● Handle administrative tasks such as processing orders, refunds, and billing issues. Verizon Wireless, Alpharetta, GA 1996 - 2023

Technical Support Coordinator, (2008 - 2023)

● Provide superior customer billing service and technical support for internal and external voice and data products. Resolved 200 customer complaints per week related to hardware and software issues, and identified network application issues.

● Assist customers and/or IT in responding to questions and issues with the Verizon application via live help, online my Verizon customer portal, and phone. Use the MTAS system to fix any related Network issues that the customer is experiencing. Use MARS system to analyze/verify customer call records and data usage.

● Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed.

● Complete all support cases in a timely manner according to support case policy guidelines, follow up with customers until each case is completed to the customers satisfaction through our Network team. Verizon Wireless, Alpharetta, GA

Transfer Service Finance Coordinator, (2006 – 2008)

● Collaborated with leadership to design and implement a comprehensive training program for new hires, enabling addressing customer inquiries more effectively resulting in a 96% client satisfaction rating.

● Ensured customer assumption of Liability requests were processed correctly and in a timely manner.

● Processed credit requests through Net Ace. Created new accounts using Vision and ACSS. Worked directly with other departments to achieve First Contact Resolution. Jacqueline Brown ************@*****.*** Page 2

Verizon Wireless, Alpharetta, GA

Quality Assurance Coordinator Trainer Auditor, (2004 - 2006)

● Increased customer service satisfaction rating to 96% through properly training associates.

● Developed long-term strategic processes to improve procedural and team developments which cut wait time by 30%.

● Facilitated new hire collaborations, maintained excellent public relations with Verizon wireless representatives when providing both positive and constructive feedback of their performance. Identified trends and recommended action plans and process improvements to increase customer satisfaction and loyalty.

● Monitored the quality and overall performance of 12 departmental employees.

● Simplified internet response team supervisor calibration sessions and provided effective feedback to the leadership team. Provided recommendations to CS leadership and ops regarding absence information. Verizon Wireless, Alpharetta, GA

Senior Operations Specialist Trainer, (1996 – 2004)

● Promoted to leadership position within 3 months of hire and appointed to manage a team of 10 Coordinators.

● Processed credit application for new customers prior to setting up new accounts and new line of service for customers and businesses. Trained employees to ensure compliance with established quality assurance procedures.

● Activated phone services, provided sales support, processed payments, entered orders, and ensured merchandise was fully stocked. Audited the Coordinators work performance to ensure price plans, features, and accessories corresponded to what the customer requested.

● Supported a broad range of operational functions, such as supporting compliance of store operations and customer requests, proactively audited process and operations for quality assurance, continuously identifying operational gaps and implementing solutions that reflect company’s overall strategy to our customers and coaching and training your peers on operational procedures. EDUCATION

Bachelor of Science (BS), Business Administration

Trinity College and University

Diploma, Word Processing

West Tennessee Business College.

CERTIFICATIONS

Microsoft Certified Desktop Support Technician

Bloomfield Technical College Institute for Technology and Professional Studies

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