Customer Service It Support
Resume:
GINA BRADFORD
*** ****** ** *****: 323-***-****
Birmingham, AL, 35242 Email: *********@*****.***
CUSTOMER SERVICE & SUPPORT
Dynamic customer service specialist with a broad background in a variety of sectors, including healthcare, sales, employment, with information, other departments sets and up collections. and and updates Articulate staff accounts, as needed. and and patient, Specializes manages answers documentation. in customer client relations queries, Follows and resolving retention. all company problems Researches policies and and coordinating background complies with relevant government regulations. Enjoys a busy work environment with room for personal growth. AREAS OF EXPERTISE
Incoming Communication Customer & Account Outgoing Information Calls Client Client Document Technical Retention Relations Support Management Background Office Support Research
MS Office Suite
PROFESSIONAL EXPERIENCE
AT&T BIRMINGHAM,AL APRIL 2025 - PRESENT
IT SUPPORT
RETENTION
UPSCALE
TROUBLESHOOTING DEVICES
Provide excellent customer service to all customers, responding promptly and professionally to inquiries
Provide IT support to customers, assisting with the installation, configuration, and troubleshooting of hardware, software, and network services.
Guide customers through Windows 10 installation, configuration, and updates, ensuring smooth performance and user satisfaction.
Perform C drive management tasks including disk cleanup, storage optimization, and system file recovery to resolve performance issues.
Deliver excellent customer support and communication, explaining technical solutions in clear, customer-friendly terms.
Diagnose and resolve IT-related troubleshooting issues such as software errors, connectivity problems, and operating system malfunctions.
Assist customers with installation and configuration of applications, security settings, and device drivers.
Provide proactive IT troubleshooting to reduce downtime and improve system performance across customer accounts.
Maintain strong communication skills by updating customers on issue resolution progress and collaborating with internal IT teams.
Support Windows 10 troubleshooting including login errors, performance issues, and security configurations.
Ensure accurate documentation of installation, configuration, and troubleshooting activities for continuous improvement.
Gina Bradford Resume, Page 2
Handle incoming calls from customers regarding technical support, product information, account changes, and other related topics
Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions
Resolve customer complaints in a timely manner, escalating more complex issues as needed
Educate customers on products and services offered by AT&T, upselling when appropriate Maintain accurate records of customer interactions and transactions
Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams
INNOVA SOLUTIONS/LUMEN TECHNOLOGIES BIRMINGHAM,AL JUNE 2023-APRIL 2025 TECHNICAL SUPPORT COORDINATOR
Monitor workflow and load to qualified technicians, evaluating and reassigning work as needed.
Provide updates and status information on the progress of work, escalating as appropriate.
Provided frontline IT support to technicians and customers, ensuring smooth scheduling, service order processing, and accurate technical execution.
Supported the installation of networking equipment and telecom systems, guiding remote teams through setup and confirming successful service activations.
Verified proper configuration of hardware, software, and Windows 10 environments, reducing setup errors and ensuring system compliance.
Assisted technicians with remote troubleshooting of connectivity issues, hardware failures, and performance concerns, escalating complex problems as needed.
Delivered proactive customer support by clarifying service requirements, resolving ticket details, and following up to ensure customer satisfaction.
Maintained clear and professional communication between departments, field staff, and clients to streamline workflows and reduce delays.
Performed proactive C drive monitoring, cleanup, and recovery tasks, optimizing storage efficiency and technician productivity.
Conducted Windows 10 troubleshooting for login errors, system updates, and software compatibility problems across customer and technician devices.
Created process documentation covering installation, configuration, and troubleshooting steps, enhancing IT team readiness and knowledge-sharing.
Ensured accurate reporting and effective customer support communication for escalations, quality checks, and issue resolution.
Delivered additional C drive maintenance and recovery support as part of ongoing IT operations, ensuring data integrity and minimizing downtime
Read and analyze service orders and repair tickets ensuring they are processed accurately.
Work with other departments to facilitate completion of orders and proper processing.
Communicate with residential and/or business customers on appointments and order/repair status.
Respond to incoming calls and chats to maintain appropriate service VERIZON WIRELESS BIRMINGHAM, AL. APRIL- DEC 2022
HELP DESK SUPPORT REPRESENTATIVE
BILLING
PAYMENTS
RETENTION
UPSCALE
TROUBLESHOOTING DEVICES
Gina Bradford Resume, Page 3
Provide excellent customer service to all customers, responding promptly and professionally to inquiries
Handle incoming calls from customers regarding billing issues, technical support, product information, account changes, and other related topics
Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions
Resolve customer complaints in a timely manner, escalating more complex issues as needed
Educate customers on products and services offered by Verizon, upselling when appropriate Maintain accurate records of customer interactions and transactions
Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams
APPLE/KELLY SERVICES GLOBAL BIRMINGHAM, AL NOV.2020-MARCH 2022 TECHNICAL TROUBLESHOOTING SUPPORT OF ALL ADVISOR MACOS AND IOS DEVICES
Identifying hardware and software solutions.
Troubleshooting technical issues.
Diagnosing and repairing faults.
Resolving network issues.
Installing and configuring hardware and software.
Speaking to customers to quickly get to the root of their problem. J.CUSTOMER L. MORGAN SERVICE AND ASSOCIATES, REPRESENTATIVE/BIRMINGHAM, CALL CENTER AL MARCH 2019 – may 2020
Create real time data pertaining to patient satisfaction within client facilities.
Oversee patient satisfaction surveys, strategically associated with HCAHPS surveys.
Benchmark patient satisfaction survey scores in database by bed size, facility location, or entire database.
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
CUSTODIAL VOLUNTEERS TRAINEE, OF AMERICA LOS ANGELES, CA JAN 2019 – MARCH 2019
Assist with miscellaneous tasks related to visual appearance and upkeep of the property in areas not provided by University personnel.
Oversee emergency situations as they arise; be cognizant and comfortable with the South LA Women’s Center emergency procedures.
Support the upkeep of facilities used by participants, such as washrooms, showers, kitchens, dorms, and patio.
HOME INDEPENDENT CARE, HOME LOS ANGELES, CARE GIVER CA FEB 2012 – Jan2019
Provided excellent customer service as well as consulted with client to assess and meet needs.
Attended to client needs; ensured safety and confidentiality as well as compliance with all relevant regulations.
HKA ENTERPRISES, LOS ANGELES, CA MARCH 2016 – Jan 2018 Gina Bradford Resume, Page 4
COMMUNICATIONS INFORMATION REPRESENTATIVE
Processed customer applications to build records, zone information, and obtain permits by telephone, facsimile, or internet.
Received and reviewed customer requests for service and routes to proper source.
Fielded inbound calls regarding customers sanitation services.
Offered information regarding city policies, rules and regulations; rescheduled collection and past due payments.
WESTLAKE COLLECTIONS FINANCIAL REPRESENTATIVE SERVICES, LOS ANGELES, CA MAY 2012 – June 2016
Provided excellent customer service and consulted with client to assess and meet needs.
Followed all company policies and complies with relevant government regulations.
Placed a high volume of outbound calls to clients to discuss their past due accounts.
Retained the maturing accounts, and solicited referral business.
Guided customers to financial solutions making their debt relief convenient and simple.
Assisted clients to set up repayment plans for recovering debts. SD&CUSTOMER A TELESERVICES, SERVICE SPECIALIST LOS ANGELES, CA JUNE 2012 - July 2012
Called up to 150 people daily to raise funds for various organizations, following scripts and company policies.
Maintained office documents, filing, faxing, and mailing as required.
Maintain a good relationship between customers and the company.
Provide detailed information about the products and services offered to the customers.
Communicate effectively with the customer support team.
Open and maintain customer account with all the desired account information.
Listen to customer complaints and provide adequate solutions for their problem via phone or email. VON’S COURTESY MARKET, CLERK PACIFIC PALISADES, CA MAY2011- AUG 2011
Greeted customers as they arrived, helped them find what they needed, and addressed any concerns in a busy national food chain managing relations with several hundred customers weekly.
Promoted sales specials by informing individual customers about the available savings.
Worked on the cash desk and kept the store safe and clean. WORKWAY CUSTOMER SERVICE EMPLOYMENT REPRESENTATIVE (USA FACT), SAN BERNARDINO, CA SEPT 2010-OCT 2010
Researched candidates’ background information, employment and salary history by contacting and interviewed former employers, personal references, landlords and pubic records.
Compiled information on candidates for employers sent both electronically and in hard copy.
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
AEROTEK COLLECTIONS PROFESSIONAL/REPRESENTATIVE WELLS FARGO, SAN BERNARDINO, CA MARCH 2008-july 2009
Called several hundred clients daily to discuss their past due home mortgage loans achieving a debt collection rate of up to 80%.
Assisted clients to modify loans and set up repayment plans to recover debts.
Conducted skip traces to locate clients.
Gina Bradford Resume, Page 5
TIME CUSTOMER WARNER SERVICE CABLE, REPRESENTATIVE, ONTARIO, CA RETENTION SPECIALIST DEC 2006 – July 2008
Responded to customer calls about their accounts and services and built customer relations to maintain an 85% retention rate.
Sold services worth an average of $1,000 to existing and new customers.
Responded to customer queries about billing and payments, set up new accounts, scheduled appointments for connection and disconnection of service, resolved problems, and forwarded calls to other departments as necessary.
CHICAGO CUSTOMER TITLE SERVICE COMPANY, REPRESENTATIVE COLTON, CA JAN2003 – nov 2006
Responded to calls from lenders.
Conducted property searches, prepared documents, and typed title policies. Other CA, and work Claims experience Examiner includes at Gmac Dispatcher Insurance Company, at Roadway in Express Ontario, and CA. Doan & Co. Appraisers, both in San Bernardino, EDUCATION
Courses in English Diploma literature, in General biology, Angeles Education, Spanish, Pierce music Granada College, appreciation Woodland Hills High political School, Hills, CA Granada science, Hills, and basic CA business at Los
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