Customer Service Quality Control
Resume:
R. Scott Clark
peu4ox@r.postjobfree.com
Arlington, TX 76010
OBJECTIVE
To use my strong technical and customer service skills to provide outstanding customer support.
TECHNICAL SKILLS
• Computer connectivity and home networking including DSL and FTTP systems
• Installation and removal of hardware and software
• Configuration of email clients such as Outlook, Outlook express, and Thunderbird
• Remote screen sharing applications such as Go To assist
• Detailed ticket management using Remedy, Clarify, and CAD
• Knowledge of Windows 7, XP, XP pro, and Vista operating systems
CUSTOMER SUPPORT QUALIFICATIONS
• Advanced customer care
• De-escalation of customer issues
• Detailed documentation of customer ticket support
• Product education that is end user friendly
• Ownership and resolution of chronic customer care
• Multi-line phone systems
• Excellent written and verbal communication skills
• Proven team leader / player
RELATED PROFESSIONAL HISTORY
11/2009- 9/2011 PINNACLE 214-***-**** Dallas, Tx
Tier II contractor for AT&T resolve advanced issues beyond Tier I scope of support and Provides superior customer service for AT&T Uverse members.
• Frequent Dispatch Resolution Team resolving chronic issues
• Quality control for dispatched issues
• Basic and advanced trouble shooting of home networks and the AT&T backbone
• Customer service duties including sales, credits, and de-escalation of irate customers
5/2007 – 8/2008 TelVista 1-800-***-**** Irving, Tx
TSET department ensures quality control, chronic issue resolution. Appointment management via ‘Outlook’.
• Head of supervisor escalations team (TSET)
• Performed escalated service interventions including resolution of executive management appeals.
• Trained new TSET agents
• Advanced troubleshooting of Verizon DSL and FIOS technologies.
• Ownership and resolve of chronic service issues including residential and commercial networking
• Detailed ticket management
7/2004 - 8/2006 Jostens Photography 972-***-**** Plano, Tx
Lead Photographer
Software
Microsoft Windows XP, XP pro, Vista, Outlook, Outlook express, Thunderbird, Excel, Word, Go to Assist, Remedy ticket system, CAD ticket system.
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