Customer Support & Technical Troubleshooting Specialist
Resume:
SUMMARY
SKILLS
EMPLOYMENT
HISTORY
MILDRED
G. LEWIS
********@*****.***
Birmingham, AL 35221
Dynamic professional with a proven track record in technical troubleshooting and customer relations, honed at companies like Spectrum Cable. Excelled in enhancing customer support and streamlining data entry processes, demonstrating a keen technical aptitude and a commitment to client services. Achieved significant improvements in customer satisfaction and operational efficiency.
• Needs analysis
• Telephone reception
• Technical troubleshooting
• Sales support
• Product promotions
• Strategic direction
• Account servicing
• Technical aptitude
• Contract negotiation expertise
• Customer relations
• Customer support
• Systems and software expertise
• Data entry proficiency
• Client services
• Contract negotiations
RSC REPRESENTATIVE 3 05/2017 to 11/2023
Spectrum Cable - Birmingham, Alabama
Duties include: taking call from technicians, routing them to their updating customers on tech arrival times; changing equipment on customer accounts; other related duties
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• Reviewing and verifying data for accuracy and completeness
• Ensured data is input accurately and promptly
• Proficient in touch typing and data input
• Keen eye for detail to ensure accuracy and completeness of data
• High typing speed with a focus on precision
FINANCIAL CRIMES SPECIALIST 2 01/2016 to 05/2017 Wells Fargo Bank - Homewood, Alabama
Duties included: taking calls from clients, processing their claims, investigating complaints, determining whether claims were denied or paid based on the investigation, and performing other clerical duties.
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Evaluated customer profiles against established criteria to identify potentially suspicious activities or transactions.
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Monitored customer accounts for changes in behavior that could indicate criminal activity.
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Conducted investigations of suspected fraudulent activity by gathering data from various sources.
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• Prepared detailed reports on all findings related to financial crimes investigations. TECH/CUSTOMER SERVICE AGENT 06/2007 to 03/2011
Satellites Unlimited - Homewood, Alabama
Duties included assisting customers in getting a signal via the telephone, and if it couldn't be remedied, sending out a technician to their home.
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Worked with Dish Network, assisting customers with situations, and if nothing could be done, directed the customer directly to Dish Network.
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Maintained a high level of customer satisfaction by providing accurate and helpful responses.
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• Attended training sessions regularly to stay current on new products or services. EDUCATION
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
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Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
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TECH/CUSTOMER SERVICE AGENT FOR THE VERIZON PROJECT 01/2003 to 06/2007 Teletech - Fairfield, Alabama
• Duties included troubleshooting the customer signal. Assisted customers with connecting their computers over the phone, set up email, and dispatched service techs when a resolution couldn't be reached over the phone.
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• Other clerical and data entry duties.
Assisted customers with inquiries regarding products and services through phone, email, and chat.
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• Provided product information to customers in a timely manner. Developed strategies for handling difficult customers effectively while maintaining professionalism.
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• Provided technical support over the phone when needed.
• Resolved customer complaints quickly and efficiently. Maintained a high level of customer satisfaction by providing accurate and helpful responses.
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WAREHOUSE CLERK 11/2001 to 01/2003
Private Contractors - Birmingham, Alabama
Duties entitled several assignments with this company, warehouse work, data entry, filing, and other data entry and clerical assignments.
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• Prepared outgoing orders for shipment according to customer specifications.
• Managed all shipping documents such as bills of lading, packing slips, invoices.
• Maintained accurate inventory records using computerized tracking system.
• Updated existing records with new information as needed.
• Prepared inventory for shipment by attaching tags and labels.
• Obtained required documentation to process shipments and support movement. DEBIT CARD SERVICES REPRESENTATIVE 11/1999 to 11/2000 AmSouth Bank - Birmingham, Alabama
• Duties included: responsible for signature verification at the terminal.
• Raised and assisted customers' account limits.
Worked with branches to get the customer's money to them in a timely manner, heavy phone work, filing, and making Mastercards, and shipping them overnight to customers.
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• Other data entry, and clerical duties.
Performed periodic reviews of existing accounts to ensure compliance with company policies and procedures.
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Generated monthly statements for cardholders outlining fees incurred during that period.
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Assisted customers with account setup, activation, and maintenance of their accounts.
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Maintained knowledge of current regulations governing the use of debit and credit cards as well as applicable laws.
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Bessemer Technical College
Diploma
Food Services Sciences, 05/1983
this was an 18 month class but I completed it in 7 months, diploma received (60,000 keystrokes)
Rutledge Business College
REFERENCES
MILITARY SERVICE
CERTIFICATIONS
Diploma
Data Entry, 01/1983
this was an 18 month class but I completed it in 7 months, diploma received (60,000 keystrokes)
C.W. Hayes High
Graduated
basic academic studies, 05/1977
Available Upon Request
United States Army, E3, 01/77, 01/81
• Effective Communication
• Operations Center Technical Support 1
• Training and Development
• High-Speed Data Technician
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