Customer Service Field Support
Resume:
Ronald Brown
Denver, CO
*************@*******.***
Performance driven customer service professional with 15+ years of experience in call-center and field support. Known for providing quality service and resolving customer needs while maintaining a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and to increase customer loyalty. Specializing in providing excellent customer service and educating customers in the fields of Information Technology, Technical Assistance, and Financial Services and Products.
Skills
Communication
Patience
Conflict Resolution
Training
Time Management
Account Management
Troubleshooting
CompTIA A+
Hardware Inventory
Product Life Cycle
Denver Election Commission June 2024
MARCH 2023 – JUNE 2023
Customer Service Representative/ Transdev
Responsible for assisting eligible customers of the Access-a-Ride program with scheduling transportation reservations by accurately obtaining their information and entering it into the reservation system
Answered 30+ inbound phone calls per shift, assisting customers with scheduling reservations, resolving queries, providing detailed information on services offered, and directing customers as needed
Expertly managed reservation system and RouteMatch system simultaneously to accommodate trips as needed to ensure a seamless experience for customers
Provided excellent customer service by remaining calm under pressure, being courteous and kind, and resolving customer matters within a timely manner
JUNE 2010 – SEPTEMBER 2021
IT Field Support Technician/ A3 Solutions, Inc.
Utilized CompTIA A+ certified technician experience to provide extensive hands-on support with company hardware and system installations, troubleshooting, configurations, and optimizing computer systems and networks
Assigned to various commercial business projects throughout the state of Colorado, each averaging one month in length, assisting small and large businesses with maintenance and repairs of desktops, laptops, monitors, phones, and modems
Performed on-site services including workstation maintenance and troubleshooting, systems and network installation, end-user application support, file servers, and application servers
Set up equipment for employee use, ensuring proper installation of cables, operating systems, or appropriate software upon completion
Documented and trained users on new technology and systems by answering questions and providing one-on-one support
MARCH 2005 – JULY 2006
529 Educational Savings Representative/ TIAA
Provided inbound callers with information regarding college savings account options answering questions by communicating TIAA financial plan details and providing further explanation when necessary
Assisted existing participants and account holders with a variety of services including executing transactions and service requests on their behalf, account resolutions, and plan information
Maintained records of all participant interactions, including inquiries, complaints, actions taken, etc., as well as banking service transactions performed
Collaborated with financial advisors and consultants to provide exceptional customer service to plan participants
JUNE 1999 – JANUARY 2001
Investor Services/ Janus Funds
Provided superior customer service to shareholders and prospective investors of institutional retirement plans via phone
Assisted plan participants with securities transactions such as trades, contributions, distributions, and transfers while adhering to strict Federal, IRS, and FINRA regulations
Educated plan participants around options for retirement plans, investments,
insurance products, income flexibility, and overall financial issues
Trained and obtained Series 6 63 and 7 licenses, utilizing this knowledge to provide accurate information and education for participants
Education & Certifications
Computer Technician IA+ / Arapahoe Community College
Computer Technician IIA+ / Arapahoe Community College
Psychology & Political Science, B.A./ University of Denver
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