Customer Service Call Center
Resume:
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**********@*****.***
Experienced, detail- oriented, reliable, self-motivated, and passionate Technical Specialist seeking employment in the remote or on-site I&T Support field. Qualifications & Skills
Possesses 16+ years of experience with solution-focused troubleshooting of iOS software and Mac operating systems, and repairing or replacing hardware components- gainfully obtained from personal interests and demonstration as well as on the-job training;
Possesses 16+ years of customer service experience, to include both customer-facing and remote support in a variety of technical-based fields.
Has experience with help desk ticketing systems, such as ZenDesk, ServiceNow, and HappyFox; Can easily multitask and maneuver through many tasks and resources, as necessary to quickly and efficiently execute troubleshooting and repair duties;
Extremely detail oriented and organized;
Quick learner with great time-management, analytical, and decision-making skills; Works well in a fast-paced and/or pressure-filled work environment; Strong interpersonal skills;
Dynamic personality that inspires people to want to engage with me and to enjoy doing so; Persistent and driven;
Exceptional written and communication skills;
Achievements
Announced at top of the class during the training period at HP, based on my advanced level of technical knowledge and tech-savviness, my phenomenal customer service and interpersonal skills, as well as my eagerness to learn and ability to do so at an above average pace.
Was recognized as being one of the fastest employees to advance through the knowledge and skill structure at Safelite Solutions, having only been out of training and in production for two weeks before taking my first skill-set increase class. Ranked as the top agent out of training for my role at Lowe’s as a result of my high level of understanding of the utilization of the knowledge base content, navigating the multiple systems used for everyday job functions, and for consistently scoring the highest assessment scores throughout the duration of training. Was chosen to interview for a promotion to Team Lead at Stream Global without personally submitting a resume based on my top rated agent metrics and admirable punctuality and reliability. Consistently considered a top ranked agent for meeting metrics, quality assurance, and attendance / adherence. ii
Employment History
COMPA Industries / Los Alamos National Laboratory
Telecommunications Analyst
Troubleshooting of mobility devices remotely and in-person, provisioning of mobile devices and PCs according to LANL security requirements, ServiceNow ticketing management.
Los Alamos National Laboratories, Los Alamos, NM 87544 December,2023- February, 2024 (Temp. contract) T-Mobile Contact Center
Expert Associate
Inbound call handling, tier 1 technical support & troubleshooting of mobile devices, to include Apple iOS, customer account support. 1201 Menaul Blvd. NW Albuquerque, NM 87107 February, 2022- November, 2024 Southwest Cyberport
Technical Support Specialist
Onsite repairs of PC and Mac components and remote network troubleshooting for end-user consumers (seasonally contracted) 5021 Indian School Rd NE #600, Albuquerque, NM 87110 March,2021- August, 2021 Kelly Services Global, LLC
Tier 1 iOS Apple Support Advisor / Remote Customer Support Inbound call handling, remote technical support and troubleshooting for consumers’ Apple devices running iOS operating systems 999 West Big Beaver Road, Troy MI July, 2019- July, 2020 (COVID related) Safelite Solutions
Insurance Claims Management / First Notice of Loss & Glass Only Claims Representative Inbound call handling, data entry- handling insurance claims for a multitude of insurance companies nationwide. 4100 Safelite Blvd, Rio Rancho NM August, 2017- April, 2019 HP Federal, LLC / HP Incorporated
Federal- Technical Elite Support / Commercial Client Support Inbound & outbound call handling and logging to include case management, technical support / troubleshooting computer hardware, and warranty part replacement for HP's commercial clients. 2315 HP Way, Rio Rancho NM July, 2016- Feb, 2017 Stream Global Services
M.S.S / AT&T Wireless Customer Support, Technical Support & U-Verse Sales Inbound call handling and logging for AT&T wireless customers, first point of contact customer service/ technical support with a transition into U-Verse home service sales.
6091 Zenith Ct. NE, Rio Rancho, NM November, 2011- March, 2014 Education
Southwest Institute of Healing Arts June, 2018- August, 2019 Integrative Healing Arts Practitioner diploma program; CLC, CCHT Ashford University March, 2020- May,2021
Major: Psychology/ Bachelors of Arts Degree in progress Hypnosis Motivation Institute _July, 2022- Present Clinical Hypnotherapy; Associate of Occupational Art Degree (Mind, Body Psychology)
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