Customer Service & Technical Support Specialist
Resume:
C*NTHIA EVERETTS
Denver, CO ***** everetts.cynthialgmail.com 720-***-****
Decades in the Customer Service arena in call centers. Adept at utilizing a wide variety of computer programs, maintaining high levels of customer service and being adaptable to a given situation. Specializes in highly secure records management, inbound phone sales and exceeding customer expectations.
SKILLS S AWARDS
Research S Development
Test Driven Development
Technical Writing\
CCTV
TECHNICAL WRITER (MANUALS, P S P, BID/PROPOSAL PACKETS
2ß 5EARS DISPATCH/CUSTOMER SERVICE EXPERT
FLEXIBLE TO WORK ALL HOURS
NUMEROUS NEW CENTER DEVELOPMENTS MULTI-TASKER
INDEPENDENT WORKER
RELIABLE
MS OFFICE SUITE CERTIFIED
TECHNICAL WRITING
AS/400
TEAM BUILDING
DATA ANAL5SIS
PBX
SENSITIVIT5/DIVERSIT5 TRAINING
TDD
CAD
DATA ANAL5SIS
R S D OF WAH PROGRAM
IN-S5NCH SERVICE AWARD OMINATION-TRAVELERS
OTTER AWARD
NUMEROUS CLIENT SATISFACTION LETTERS
PROMOTION TO CORPORATE LEVEL OPERATIONS
FUNDAMENTALS OF PROJECT MANAGEMENT
Readytowork
Authorized to work in the US for any employer
WORK EXPERIENCE
CAE 2/Tech Support Comcast September 2b2bmCurrent
Xffectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
Sets clear expectations by providing accurate information and transparent communication.
Takes a consultative approach to finding custom solutions to customersw needs. Resolves customer complaints/concerns through active listeningb empathyb professionalism and problem solving.
Cllustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease obilling systemsb knowledge baseb technical tools etc.r to apply information to any customer interaction.
Cmproves customer satisfaction and maximize sales and retention opportunities using uputoudate knowledge of competitive environmentb products and services.
-ased on the customers wants and needsb acts as a product consultantb articulating appropriate product solutionsb features and benefits.
zcts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
Aemonstrates functional skill in communicating and explaining basic account information to the customer with focus on firstucall resolution. Wust be able to accurately calculate and communicate taxesb feesb onetime charges and/or recurring monthly fees.
Wultitasks between multiple tools and systems oknowledge baseb team meetingsb supervisorr and applies
information and knowledge to customer situations.
Aemonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Bustomer Proprietary Oetwork Cnformation oBPOCr and Personal Cdentifiable Cnformation oPCCr.
Xducates and promotes selfuservice options.
Wust be able to work in a fastupacedb structuredb dynamic and high transaction environmentb with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Aemonstrates ability to achieve established goals and performance metrics.
zttends training as required.
Works independently and seeks Supervisor support when necessary.
Cnteracts with customers via telephoneb eumailb SWS or faceutouface to assist with a variety of customer inquiries and issues. Wust be able to wear telephone headset and manipulate objects such as penb keyboard and mouse.
Regularb consistent and punctual attendance. Wust be able to work nights and weekendsb variable scheduleosr and overtime as necessary. Other duties and responsibilities as assigned.
Dispatch Supervisor Private Security Company April 2020 to June 2020
Monitor systems and alerts to ensure safety and accountability
Efficiency Assurance by field team and leadership
Create and distribute Standard Operating Procedures
Creation of business bid/proposal packet
Troubleshoot alerts and problems
Work in a team environment as well as work alone
Heavy Data Entry/file management
Constant radio communications S heavy phones with patrol officers
Handle multiple duties in a fast-paced environment
10-hour shifts (4 days per week)
Sit for long periods of time or stand at the workstation on a hard floor
Comfortable with technologies and systems
Great positive 'can-do” attitude
Superior ability to adapt to quickly-changing events and priorities
Experience using systems to monitor, troubleshoot, log and perform functions
Law enforcement/public safety/security/military background
Traffic Management Operator CDOT/Navjoy, Consulting Services, Inc July 2019 to November 2019
Heavy phones from citizens and law enforcement personnel
Make necessary notifications for all Colorado highways effecting travel
Light up gantry signs and highway signs to notify travelers
Update public by Twitter and in house phone system (ß11) of travel restrictions
Manage debris reports and dispatch appropriate personnel to respond
Dispatch Colorado highway courtesy patrol personnel
Monitor 20 wall sized camera/tv views
Monitor still and moving cameras throughout Colorado Highway system
SOC Dispatcher HSS November 2018 to July 2019
Answers, documents, and dispatches all incoming calls for Security Services
Thoroughly and accurately documents/enters all calls to enable security officers to complete their duties within the established time frames.
Monitor CCTV footage from multiple facilities and perform regular ”virtual patrols” of said facilities. Report any irregularities to the appropriate security personnel.
Maintains a professional demeanor and adheres to established dispatch protocols at all
times
Follows specific procedures for individual facilities.\
Monitors and dispatches alarms that terminate into the SOC.
Makes notifications as quickly as possible to prevent injury to employees or damage and loss of property to clients.
Assists with scheduling when central scheduling is off duty in order to keep all facilities properly staffed.
Monitors and answers emergency help phones and access control systems at client
facilities.
Reports all system problems in a timely fashion.
Works and interacts with other employees, drivers, officers, customers, supervisors, guests, medical personnel, and possibly patients.
Auto Claims Dispatcher
Travelers Insurance - Greenwood Village, CO April 2006 to January 2013
Testing Coordinator
CWH Research, Inc - Greenwood Village, CO June 200ß to April 2006
John Ford, Ph.D 303-***-****
Emergency Dispatch Supervisor
Colorado Mills Mall
August 200ß to November 200ß Establish Dispatch Center
Purchasing Assistant
Sports Authority - Englewood, CO July 2002 to June 200ß
Dispatcher
Arapahoe County Sheriff's Office November 1999 to April 2002
Emergency Medical Dispatcher
American Medical Response June 1999 to November 1999
Dispatch Supervisor
Union Pacific Railroad November 1997 to June 1999
EDUCATION
High school diploma
REFERENCES
Jaime Lucero
Denver Police Sergeant
720.913.288ß
Steve Gutshall
Comcast Business
720.67ß.6483
Tamara Bush
Photographer
Contact this candidate