Customer Service Call Center
Resume:
FIDEL CLARK
Dallas, Texas **224
*********@*****.***
https://www.linkedin.com/in/fidel-clark-1597011
SUMMARY:
•Customer Service Professional with over a decade of experience in a Call Center environment
•10+ years of network experience
•Enthusiastic and able to motivate others as well.
PROFESSIONAL EXPERIENCE
HCL America
Senior Analyst
12/2022-
Maintained expert knowledge of the contracts which govern the in-scope services • Represented services during renewal/renegotiation processes as necessary
• Collaborated with customers, peers, and partners to measure service quality, and awareness of service offerings, educate on how best to leverage the services to achieve maximum benefit, and identify new business requirements and trends that need to be incorporated into the service strategy and roadmap
• Interact with other teams across the company as necessary to achieve the objectives of the Service Desk
• Supporedt Analyst performance and quality reviews
• Executed various projects/initiatives
• Mobilized and managed resources required to execute client requests
• Managed Service Desk / Knowledge Management and Quality
• Participated as necessary during audits several times a year
• Interacted with other teams across the company as necessary
Pearl Payments
Service Desk
03/2020- 06/2022
Helped customers enhance their technology experience by getting hooked up with a new POS from Pearl Payments! Provided technology-forward solutions that accepted NFC payments, tracked sales analytics, controlled inventory, and even helped with email and text campaigns. track s,
Paramount Staffing/PFS Web
06/2019- 08/2019
•Offered support for Lancôme products.
•Assisted callers with POS via Helpdesk for Kiehl’s
•Service desk support for Tom’s Shoes campaign
Assurant
Help Desk Support
05/2018- 12/2018
•Provided support for T-Mobile Warranty Program. Supported wireless devices and connectivity through
Network Operations Control Center/Help Desk
SECURUS
Analyst
08/2017- 05/2018
•Assisted customers with setting up and using
• telecommunication systems for correctional facilities.
.
HCL America
Analyst
03/2014- 12/2016
•Provided access to server farm via server console.
•Maintained system integrity by following accepted rules and practices.
•Updated alerts for outages, status, and redundancy.
•Supported FEDEX Helpdesk.
•Worked with AS/400
TEXAS INSTRUMENTS Inc.
Customer Service Professional
11\2009- 12\2012
•Assisted all callers to the EDUCATIONAL TECHNOLOGIES DIVISION.
•Answered customer/client request or inquiries concerning services, products, billing, equipment and report problem areas.
•Instructed callers on proper use of all supported handhelds/calculators, related accessories and computer soft wares associated with them.
•Responsible also for improving customer retention through programs and services provided to our customers.
•Initiated Remote Access provider group for the department.
AT&T
Tier II Technical Support Agent
02\2008 – 08\2008
•Provided support for various routers and network-associated equipment. Also enabled users via Helpdesk
•Provided technical expertise while delivering the highest level of customer service
•Responsible for inbound calls providing customers with technical support for UVERSE.
•Acquired IP Mapping skills with different LAN/WAN Topology
EDUCATION
Southern Methodist University School of Engineering Plano, TX
Network Technologies Program 2005
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