Customer Service & Technical Support Specialist

Christopher A. Stevens

Newark, NJ ***** 336-***-**** **************@*****.*** (p. 1)

PROFESSIONAL SUMMARY

Energetic and high-performing Customer Service Specialist with over 11 years of experience across premier telecommunications call centers and fast-paced retail environments (p. 1). Proven track record of boosting business growth by identifying upselling opportunities while maintaining top-tier customer satisfaction ratings (p. 1). Adept at managing POS systems, executing advanced technical troubleshooting for iOS/Android, and accurately documenting high-volume support interactions (pp. 1, 3). [1]

CORE SKILLS

Technical Support: iOS, Android, Windows, Mac OS, wireless devices, software troubleshooting (p. 3)

Customer Relations: Escalation resolution, active listening, client retention, public speaking (p. 3)

Operations & Systems: POS (Point of Sale) terminals, billing tabulation, data entry, filing (pp. 1-3)

Productivity: Microsoft Office (Word, Excel, PowerPoint), 25 WPM typing speed (p. 3) [1]

PROFESSIONAL EXPERIENCE

AT&T Newark, NJ (p. 1)

Customer Service Representative – Mobility & Sales Service 03/2022 – 06/2025 (p. 1)

Managed a fast-paced queue assisting an average of 50 customers per shift with device setups and service inquiries (p. 1).

Drove business revenue expansion by cross-selling additional lines, upgrade packages, and promotional services (p. 1).

Delivered advanced technical support for applications, software glitches, and mobile devices across multiple operating systems (pp. 1, 3).

Streamlined administrative claims processes by assisting clients with insurance filing and device activation protocols (p. 1).

Utilized proprietary Point of Sale (POS) software to process payments securely and resolve accurate billing disputes (p. 1). [1]

Alorica Newark, NJ (p. 1)

Customer Service Representative 07/2019 – 12/2021 (p. 1)

Fielded inbound calls from 50+ clients daily, consistently resolving issues on first contact to preserve high satisfaction metrics (p. 1).

Navigated multi-screen databases and POS networks to efficiently process customer transactions, credits, and debits (pp. 1-2).

De-escalated and investigated complex customer complaints, engineering solutions that protected account retention (p. 1). [1, 2]

Conduit Global Newark, NJ (p. 1)

Customer Service Representative 06/2015 – 04/2018 (p. 1)

Served as the front-line brand ambassador, answering inquiries and documenting customer challenges into system logs (p. 1).

Audited billing profiles using digital calculators and computer interfaces to eliminate processing discrepancies (pp. 1-2).

Collaborated closely within a team environment to hit group response time goals and reduce call back rates (p. 1). [1]

Harris Teeter Greensboro, NC (p. 1)

Cashier / Bagger 05/2012 – 04/2015 (p. 1)

Welcomed guests warmly and provided efficient checkout services using optical price scanners and computerized registers (p. 2).

Balanced end-of-day registers across cash, check, credit card, and digital voucher payment types (p. 2).

Maintained pristine and highly organized checkout zones to meet corporate sanitation and safety standards (p. 2). [1]

The Agency Inc. Greensboro, NC (p. 2)

On-Call Temporary Associate 06/2012 – 06/2014 (p. 2)

Adapted quickly to distinct production rules for localized manufacturing partners including Intertech Plastics, BFG (Brazil Furniture Group), and Jennifer Convertibles (p. 2).

FedEx Newark, NJ (p. 2)

Package Handler 07/2007 – 02/2009 (p. 2)

Sorted, loaded, and unloaded high-volume cargo on warehouse docks to guarantee timely shipping handoffs (p. 2).

Demonstrated robust stamina and focus while organizing cargo manually under strict warehouse turnaround schedules (p. 2).

EDUCATION

Malcolm X Shabazz High School Newark, NJ (p. 2)

High School Diploma GPA: 3.5 (p. 2)

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