Customer Service Quality Assurance

Steven Ortiz

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

*** ************ **. ***. 210-***-****

San Antonio, TX 78245 Alt. 210-***-****

TECHNICAL SUPPORT REPRESENTATIVE

Highly motivated professional seeking to contribute strong skills in technical support, communications, and problem solving in order to ameliorate business function. Demonstrate outstanding problem solving and active listening skills – able to diffuse difficult customer situations with tact and ease. Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty. Acknowledged for unwavering commitment to providing exceptional service. n

Education

St. Philips College

San Antonio, TX

Degree Program: Computer Network Security

January 2006 – August 2007

John Jay High School

San Antonio, TX

High School Diploma

August 2002 – May 2005

Experience

TIER 1 HELP DESK

San Antonio, TX

Wells Fargo

August 2010 – July 2011

Troubleshoot network computers and peripheral equipment and resolve issues timely and accurately. Maintain productivity continuously while sustaining team goals. Contribute with alternate methods for troubleshooting equipment. In down time aid other agents in chat logs to keep company goals.

TIER 1 HELP DESK

San Antonio, TX

TRANSCOM

September 2009 – July 2010

Assist current TSR representatives in answering questions when in unfamiliar situations. Explain company policy and correct methodology for billing, technical and retention issues. Also maintain up to date information about policy and call center methods. Also assist our representatives with any person concerns and escalated calls. Always be up to date with new OS and remain familiar with troubleshooting remedies to solving network setup and configuration and reconfigurations.

TIER 1 HELP DESK

San Antonio, TX

AFNI

June 2008 – February 2009

Received inbound calls and assisted all Verizon Wireless customers with billing, programming, and technical support. Also assisted with training classes to establish company integrity and legal policies. Use of customer service skills and quality assurance retained Verizon customers as well as dramatically decline the number of escalated supervisor calls. Rewarded with acclamations from supervisors and customers for commitment to going above and beyond the call of duty on a regular basis.

Skills

Computer skills – Comprised of a proficiency of Microsoft Office such as Word, PowerPoint, and Excel for both PC and Mac. TCP/IP SETTINGS, RAMOTE ACCESS/DESKTOP, REMEDY, ACTIVE DIRECTORY, HOME AND OFFICE NETWORKING, GENERAL TROUBLE SHOOTING AND AID IN HELP DESK TICKET ESCALATION. Currently studying for A+ CompTIA certification and Networking + certification.

Customer Service – Handled as many as 40 customer calls daily. Repeatedly earned top employee certificates as a customer service representative with very satisfied customer reviews.

Communications – Well spoken and can effectively deliver keynotes.

Attention to Detail – Concerned with quality. Produce work that is orderly and attractive. Ensure tasks are completed correctly and on time.

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