Customer Service Technical Support

Wayne M. Burgin Jr.

Florence, SC ***** 203-***-**** ********@*****.***

Results-driven professional with extensive experience in customer service, technical support, and client retention, dedicated to delivering tailored solutions and exceptional service. Adept at leading teams, resolving complex issues, and driving organizational success through effective communication and problem-solving. Highly adaptable, enthusiastic, and committed to continuous growth in dynamic environments.

Albertus Magnus College, New Haven, CT December 2024

Bachelor of Art in General Studies Concentration in Business Management

Midlands Technical College, Columbia, SC Fall 2024

Database Analyst Training

Southern Connecticut State University, New Haven, CT Attended 2004

Studied Computer Science

Relevant Courses Completed: Agile Scrum Fundamentals, Database Design, SQL, Soft Skills

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS, Wallingford, CT and Columbia, SC 2017 - 2023

Customer Service Coordinator/Tier I Technical Support

●Managed incoming customer requests from external and internal calls and emails for Verizon, which is most awarded for network quality, and provides wireless and wireline communications services and products, including data, video conferencing, corporate networking, security and managed network, local and long-distance voice, network access, and various services and products.

●Served as team leader and training facilitator and expertly performed all customer service duties.

●Coordinated cases with end-to-end accountability with thorough research and creative resolutions.

●Resolved escalated concerns from disgruntled customers as well as analyzed and initiated resolutions to complex issues.

Customer Service Advocate 2011 - 2017

●Investigated and resolved billing disputes and concerns and assisted training new hire / team lead.

●Generated sales by providing exceptional customer service and effectively selling products and services based on customers' individual needs.

●Offered applicable company promotions to customers and ported lines from other carriers to Verizon.

Coordinator Continuity Marketing Operations - Winback Team 2008 - 2011 April 2008 - Feb 2011

●Retained customers who wanted to leave by providing more suitable options.

●Won customers’ business back that had been canceled and performed bill analysis on customer accounts.

●Applied customer discounts on devices and attached qualifying promotions to the incoming accounts.

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