Technical Support Customer Service

Moses A. Adkins

**** *********** **., *****, ** *5023, 214-***-****

**********@*****.***

Objective

I am seeking a mid-level to upper-level position requiring strong analytical and organizational skills with significant opportunity for growth and career advancement, preferably in Marketing or Customer Service.

Education

North Texas Job Corps, McKinney, TX Graduate1998

Diploma

Experience

Apple Inc., Addison, TX Sept. 2008-July. 2009

iPhone Support Agent

Provide technical support and customer service to consumer. Follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognize more complex problems and escalate accordingly.

As an iPhone agent, I have had the opportunity to help Apple Inc's cherished Mac and Windows customers with questions and troubleshooting on their iPhone. Whether someone is new to the iPhones, or is a PC user with an iPhone, or a lifelong Mac enthusiast

Key Responsibilities

• Provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software with a positive and knowledgeable approach

• Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.

• Provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times

• Demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent.

• Made myself available to receive calls for a minimum of 80% of their on-line time

• Provide feedback on a daily basis to the team leader new emerging issues that have been discovered

• Listening attentively to their customer's needs, gain agreement on the resolution and bring the issue to conclusion

• Adjust my approach to all levels of customer experience.

• Teach and educate customers on support options, and the steps being taken to resolve their issue.

• Analyze information then drive it to resolution

• Communicate positively with team members, customers, and other partners

We Go Beyond Entertainment, Plano, TX Apr. 2006-Present

Marketing and Promotions Director

• Provide innovative and unique music production, marketing, and promotional opportunities

• Increase customer awareness by means of print, radio, television, internet, and live performances to generate higher selling points

Hypursuit Incorporated, Houston, TX Aug. 2005-Present

Marketing Assistant

• Coordinate print quotes, orders, and production schedules with various suppliers

• Manage marketing expenses and trade show budgets

• Coordinate the execution of mail marketing campaigns through mail list management and results tracking

• Supervise event planning and logistics coordination

• Utilize Adobe Photoshop and Dreamweaver for the creation and maintenance of various marketing materials for clients

• Intake new and prospective clients using mass e-mail marketing

Computer Generated Solutions/IBM, Dallas, TX Nov. 2005-Apr. 2006

Technology Support

• Responsible for the technical support of various IBM clients i.e. Ernst & Young’s international clientele

• Complete maintenance of clients’ computer, hardware, and software support needs

• Configuration and installation support of computer systems and new programs

Alliance Data Systems, Dallas, TX Dec. 2002-Oct. 2005

Customer Service Representative

• Evaluated customer requests and orders via phone

• Satisfied the needs of client inquiries concerning billing and/or technical support

• Established new accounts for Direct TV customers

• Answered 125 inbound calls per day in a high-volume, fast-paced call center Maintained customer satisfaction and demonstrated proper telephone etiquette with customers

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