Technical Support Member Services
Resume:
Jennifer Washington
Tyler, TX *****
*************@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Supervisor
Patriot Mobile-Tyler, TX
May 2023 to July 2025
Be a subject matter expert within the area of member services tier 1, and technical support to provide timely support to member services to provide timely support to the team. Monitor attendance, call center Que, and productivity to ensure adequate coverage throughout the day. Monitor agents follow up on the lead tracking dashboards to ensure timely customer follow up. Support agents through changes offering reminders and encouragement to ensure a successful adoption of new policies, and procedures, and product offerings. Review and analyze calls, orders, crm for accuracy, consistency, and issue resolution. Proactively troubleshooting and discovering issues that impact the efficiency of member services or customer experience. Handle incoming calls by team or customers. Communicates to team members with respect, patience, empathy, and encouragement. Performs all duties assigned to supervisors. I have had 14 member services agents successfully move up to different positions coming from my team. Coached agents on how to strive for one call resolutions . Monitor call stats as well such as adherence, productivity, and QA. I also have experience in Microsoft Word, excel, PowerPoint, data entry, and Microsoft outlook as well. Handle customer escalations, immediate supervisor calls, follow ups, and emails. Tier 1 Technical Support
Patriot Mobile-Tyler, TX
November 2022 to May 2023
Diagnosing and resolving customer issues through inbound/outbound calls.
• Perform activations, technical support and answer complex account and billing related questions.
• Support research, tracking and reconciliation of member accounts.
• Responsible for using knowledge base of all Tier 1 technical support.
• Provide excellent customer service on every call.
• Perform other duties as assigned by management.
PDI Technician
Tyler RV Center-Tyler, TX
November 2020 to August 2022
Received my vehicle inspection license.. Did walk throughs with customers on motor homes and RVs . PDI rs and motorhomes which includes AC, painting, remove and replace decals, adjust slide outs, oil changes on motor homes, change out water tanks, sewer tanks, etc.. also has experience with electrical and plumbing.. reconstruction, diagnosing appliances and repairing appliances.. change out converters, toilet, air conditioners, water heaters, furnaces, also replace duct and gas lines.. also know how to remove and apply hitches to trailers and vehicles .. did check ins which is inspect every detail when motor homes and rs arrived and make sure everything is functioning properly PDI Technician
Fun Town RV-Tyler, TX
November 2018 to April 2020
Received my vehicle inspection license.. Did walk throughs with customers on motor homes and RVs . PDI rs and motorhomes which includes AC, painting, remove and replace decals, adjust slide outs, oil changes on motor homes, change out water tanks, sewer tanks, etc.. also has experience with electrical and plumbing.. reconstruction, diagnosing appliances and repairing appliances.. change out converters, toilet, air conditioners, water heaters, furnaces, also replace duct and gas lines.. also know how to remove and apply hitches to trailers and vehicles .. did check ins which is inspect every detail when motor homes and rs arrived and make sure everything is functioning properly Maintenance Technician/show out/unit check in
Gander RV & Outdoors-Tyler, TX
October 2018 to July 2019
PDI Technician which is fix on RVs including electrical, plumbing, air conditioning, replacing floor and tile, paint... Show out is telling the customer how the unit works, explaining each function along with how to operate a feature as well..I also check in the units which is writing down what is actually wrong with the unit, any damages to the unit etc.. I also have my vehicle inspection license and I inspected rv's and motorhomes..
Technician
Camping World and Good Sam-Tyler, TX
August 2017 to October 2018
PDI tech and check in units.. Make sure everything is working and functioning as should.. Change out parts, fix and repair, work on refrigerators, water heaters, water pumps, plumbing, electrical, perform hitch work, work on roofs and air-conditioning units as well.. I also do show out which is telling customers how their camper works, how to operate and it's functions Maintenance Technician
AutoZone-Tyler, TX
July 2016 to August 2017
I cover all the East Texas region and travel to the auto zone stores in my area.. I wire and Install ballast, lights, change out wall pack ballast, spring clean AC units, change parts if needed on the units, change filters, install and wire thermostats, install toilets, sinks, water heaters, change out and install emergency lights, soffit lights, fix dumpster enclosures, change out condenser fan motors, contactors, and capacitors. I also install alarm bars for the back doors and also know how to install doors as well. I also paint, lay floor tile and concrete, install door knobs, and install exhaust fan motors.. Installed motion sensors, and trouble shoot AC units.. Also can do plumbing as well..electrical knowledge as well.. Group Leader
Trane
January 2016 to July 2016
Made sure everyone was doing their job correctly... Able to do all jobs required in my assigned area.. Fill in for someone who calls off.. Made sure our quota was met for the night.. Kept everyone supplied with what was needed... Helped push the line if we were behind.. Worked with a positive mind frame and worked as a team
Assembly Worker
Trane-Tyler, TX
February 2015 to July 2015
Responsibilities
Second charge units.. Fix bad areas on the units, help run test units after being repaired.. Pinch off valves, dress units, and check units for leaks before sending them to the packaging area Accomplishments
Working hard and working overtime every night after shift was over... Skills Used
Run test units, pump refrigerate into units and assembled what needed to be done to the units for pack out
bus monitor
Chapel Hill ISD-Chapel Hill, TX
March 2014 to August 2014
Responsibilities
Monitor the special needs children on the bus
Accomplishments
The enjoyment of children and being able to have an impact on the children's behavior for the better. .. Most of all keeping a smile on their faces
Skills Used
Having experience with special needs children and adults for 5 years DSP/care giver
community access inc-Tyler, TX
February 2009 to January 2014
Responsibilities
Cook, clean, bathe clients, administered medication, take vitals, took clients on outings, provided proper care to clients, and teach them basic daily skills of life and employment Accomplishments
I loved making them smile and happy to be around me... Some behaviors ceased and I was actually able to talk to clients calm them down and keep them from misbehaving Skills Used
Love, care, and patience
Assembly Line Operator
insulfab of Texas-Tyler, TX
May 2007 to December 2008
Responsibilities
Assemble parts that come from the machine...
Accomplishments
Working very well at a fast pace meeting the requirements before shipment Assembly Line Operator
NDS-Troup, TX
August 2005 to December 2006
Responsibilities
Operate machinery, trim and assemble parts that come from the machine... Place items on pallets and get them ready for shipment
Accomplishments
Perform qualifications at a fast pace in the correct amount of time Supervisor
Education
Hvac (EPA Universal certified)
Vista College-Longview, TX
October 2015 to December 2016
Hvac (Certified Technician)
Vista college-Longview, TX
2015 to 2016
Trade school
High school diploma or GED
Skills
• Software support
• Order processing
• SharePoint
• Retail math
• Training & development
• Senior care
• Phone call management
• Team management
• Door Hanging (3 years)
• Phone customer support
• Route driving
• Workplace health and safety regulatory compliance
• Packaging
• Technical support representative experience
• Interpersonal skills
• Assistant manager experience
• GPS
• Mechanical Knowledge (3 years)
• Van driver
• Pallet jack
• Climbing
• Payroll
• 10 key typing (3 years)
• Customer support - Customer support experience (3-5 years)
• Managing teams in a customer support role - Largest customer support team managed (16-20 team members)
• Roofing
• HVAC
• Communication skills
• Convenience store experience
• Classroom experience
• Client services
• Typing
• Carpentry (1 year)
• Flexibility
• Internal employee customer service
• Order fulfillment (1 year)
• Field service equipment maintenance (5 years)
• Microsoft Teams
• Technical sales
• Patient care
• Resident's rights
• Refrigeration (1 year)
• Suspension
• English (10+ years)
• Microsoft Outlook
• Air conditioning
• Computer operation (3 years)
• Technical troubleshooting support
• Computer literacy
• Shipping & receiving
• Cleaning
• Basic math (10+ years)
• Team development
• Contracts
• Equipment Repair (3 years)
• Conflict management
• Microsoft Powerpoint
• Negotiation
• Math
• Order inquiry handling
• In-person customer service
• Delivery driver experience (3 years)
• Ethernet
• Team Work
• Word processing
• Editing
• Individual consumer customer service
• Retail sales
• Office experience
• Sales (8 years)
• Presentation skills
• Commercial driving
• Microsoft Word
• Trim Carpentry (3 years)
• Productivity software
• Microsoft Office (8 years)
• Cabling (2 years)
• Facilities Maintenance (1 year)
• Low voltage (5 years)
• Courier
• Oil Change (3 years)
• Improving customer support response time - Customer support response time improved (More than 30%)
• Salesforce
• Meal preparation
• Customer service
• Laundry
• Mentoring (7 years)
• Handling customer inquiries
• Special Needs (5 years)
• Electrical Experience (3 years)
• Billing issue inquiries
• International customer service experience
• Customer relationship building
• Wireless sales
• Blueprint Reading (1 year)
• Customer support specialist experience
• Windows
• Management
• Microsoft Excel
• Customer communication
• Technical support
• Teamwork
• Microsoft Access
• Technical Proficiency
• Working with people with developmental disabilities
• Problem-solving
• Supervising experience
• Home & community care experience
• Working with people with disabilities (10+ years)
• Team leadership
• Phone communication
• Ductwork
• Organizational skills
• Quality control
• Computer skills
• Managing customer accounts
• Customer relationship management (9 years)
• Email customer support
• Cash register (4 years)
• Client relationship management (10+ years)
• Microsoft word, Microsoft Excel, typing 40+ words per minute.. 10 digit key pad (1 year)
• Load & unload
• Writing skills
• Providing product information
• Glass Installation
• Quality assurance
• Workday
• Remodeling
• Mobile devices
• Computer hardware (3 years)
• Sensors (3 years)
• Inventory management
• Continuous improvement (10+ years)
• Help desk
• Databases
• Data entry (2 years)
• Cash handling (3 years)
• Teaching
• Call center agent experience (3 years)
• Live chat
• Customer issue escalation
• User support
• E-commerce
• Documentation review
• Wireless network configuration
• Host/hostess experience
• Call center experience
• Employee relations
• Leadership
• Home care (10+ years)
• Phone etiquette (5 years)
• Time management
• Reliability
• Handyman (1 year)
• Plumbing (3 years)
• Home health
• Drywall
• Outdoor work
• Fabrication
• Driving
• Appliance Repair (3 years)
• Service Technician Experience (1 year)
Languages
• Interpretation
Awards
National Honor Society of Leadership and Sucess
August 2016
Certifications and Licenses
EPA Universal
Present
Able to handle refrigerant
HVAC Technician
July 2016 to Present
Recover refrigerant, charge units, make duct work, repair units, braze and solder, electrical wiring, troubleshoot units, use metering devices, knowledge and use of tools, make duct work, assemble pipe, change compressors, Change filter driers, read blue print and wiring diagrams. How determine your common, start and run on an compressor, how to determine if a compressor is bad. Using a voltage meter. Comericial refrirgeration. Heaters and gas furnaces, walk in freezers and how to wire them. Using manifold gauges. Knowledge and use of gauges etc.
Highschool diploma
May 2005 to Present
Highschool diploma
phlebotomy technician
May 2007 to December 2008
Performing vein sticks, glucose sticks, taking vital signs. EPA Refrigeration Certification
Non-CDL Class C
Contact this candidate