Customer service representative
Resume:
Jerry Coakley
Virginia Beach, VA. 23452
Mobile Phone: (757) 724 - 0376
Professional Summary
Results-driven professional with extensive experience in assembly, diagnostics, logistics, and troubleshooting across various industries. Adept at identifying and resolving technical issues efficiently while ensuring optimal workflow and productivity. Proven track record in sales and customer relations, with expertise in billing, account management, and client satisfaction. Recognized for exceptional problem-solving skills, attention to detail, and the ability to work under pressure. A dedicated and reliable team player known for strong work ethic, punctuality, and commitment to excellence. Highly adaptable, quick to learn new processes, and always striving for operational success.
Professional Experience
GTS – Electronic Assembler
02/22/2024 – 11/15/2024
Assemble electro-mechanical assemblies, electrical enclosures, cables, and wire harnesses using a variety of tools, including crimpers, wire strippers, soldering irons, and multimeters.
Perform point-to-point wiring, cable grooming, and equipment installations for commercial and ruggedized enclosures per technical data packages and industry standards.
Read, comprehend, and interpret drawings, wire lists, diagrams, blueprints, specifications, work orders, and reports to ensure accuracy in assembly and wiring.
Conduct quality inspections, troubleshooting, and testing of wiring, subassemblies, and electronic equipment to ensure compliance with industry standards
Maintain and update technical documentation, including creating redlines and work instructions for process improvements.
Mentor and train team members on essential job functions, company processes, and policies.
Collaborate with cross-functional teams to ensure project completion, adhering to safety standards and best practices.
Lead assembly projects, demonstrating strong leadership skills, problem-solving, and strategic decision-making.
Configure processing, storage, and networking equipment as needed.
Ensure adherence to workplace safety protocols and industry regulations.
Spectrum – Billing Representative
12/2020 – 01/2023
Checking the functionality of cable modems, set-top boxes, and other customer-premises equipment.
Answering incoming calls and addressing any and all concerns utilizing empathy and conflict resolution tactics to end with a positive result for both the company and the client.
Accessing the customer account to verify information, take payments, schedule technician for repairs, and make recommended or requested service changes to an account.
Analyzing network performance issues, including data speed and latency, to identify problems within the cable company's network infrastructure.
Explaining technical issues to customers in a clear and concise manner, providing updates on repair progress, and addressing any concerns.
Understanding cable television systems, network protocols, and how different components interact.
Communicating clearly with customers, providing helpful explanations, and maintaining a professional demeanor.
LYFT Driver 02/2018 – 11//2023
Pick up and transport customers to various locations in a safe and timely fashion using the LYFT driver app and gps system.
Self managed and maintained process using personal vehicle for transport
Kelly Services – Electronic Assembler/Laborer
01/2015 – 12/2018
(Neoteck temp)
Accurately read and understand blueprints, schematics, assembly instructions, and work orders to determine component placement and wiring configurations.
Gather and prepare electronic components like resistors, capacitors, integrated circuits, and carefully position them on circuit boards according to specifications.
Assemble complete electronic units by attaching circuit boards, casings, and other components, then conduct functional tests to identify and rectify any defects.
Inspect assemblies for proper component placement, solder quality, and functionality, ensuring compliance with quality standards.
Keep the workspace clean and organized, following safety protocols for handling hazardous materials.
Measure and trim leads on through hole components using hand tools to prepare for solder wave machine, and use manual soldering for any errors.
Warehouse duties such as loading/unloading trucks, shipping and receiving, pic-pac, order pulling, material handling, RF scanning and inventory.
Teletech – Home Customer Support Specialist
05/2013 – 01/2015
Identifying the root cause of technical issues by asking probing questions and analyzing customer descriptions.
Possessing in-depth understanding of the company's products, features, and functionalities to effectively answer customer questions.
Communicating clearly and patiently with customers, explaining technical concepts in layman's terms, and managing customer expectations.
Maintaining detailed records of customer interactions, including problem descriptions, troubleshooting steps taken, and resolutions for future reference.
Dell Logistics Center – Logistics Associate
05/2008 – 05/2013
Assembled and configured computer components, including motherboards, hard drives, RAM, and power supplies.
Conducted quality control checks to ensure all products met Dell’s specifications and performance standards.
Diagnosed and troubleshot hardware issues during the assembly process to prevent defects and malfunctions.
Managed inventory and logistics, ensuring proper storage, labeling, and tracking of computer parts and finished products.
Collaborated with team members and supervisors to meet daily and weekly production quotas.
Maintained a clean and organized workstation while adhering to all safety and operational protocols.
Assisted in packaging, labeling, and preparing completed units for shipping to customers and retailers.
Utilized hand tools, power tools, and diagnostic equipment to complete assembly tasks efficiently.
Provided input on process improvements to enhance productivity and reduce assembly errors.
Skills & Competencies
Electronic assembly & troubleshooting
Logistics & inventory management
Technical support & customer service
Billing & account management
Quality assurance & compliance
Problem-solving & critical thinking
Strong communication & teamwork
Time management & efficiency
LYFT & OTR team and solo non – CDL driver
PIT equipment operator
Education & Certifications
North Charleston High School- Charleston, South Carolina
Contact this candidate