Customer Service Technical Support

William M. Austin, III

*** ******* **., ******** *******, CO, 80909

*********@*****.*** 719-***-**** (mobile)

Vocational Objective:

My life’s purpose is to be the best i can at everything i set my hands to do. I have learned and done lots of things so far in my life, and my desire is to continue learning new things and achieving new goals that better my life, the lives of those i love, and the world around me.

Summary of Skills:

Type 69 WPM

Excellent written and verbal communication

Experience and training in public speaking and teaching, including development of media, content and materials needed as teaching aids or learning reinforcement aids

Technically-minded and able to apprehend, master, and teach advanced concepts and skills

Computer/electronics skills, including MS Office Suite, VOIP software, Android software (2.1 and higher) and Windows Mobile Phone software (6.2 and higher)

Strong interpersonal skills, to include: personal and marital counseling training and experience, crisis intervention skills, customer service skills, and deescalation skills

Experienced in management and supervision of staff and personnel

Work History:

November 2010-Present, Phone Technical Support, Alorica, Inc., Colorado Springs, CO

Outsource call center customer service for Verizon Wireless, and Technical support and Advanced Technical Escalations for Samsung Telecommunications America

Proficient at troubleshooting from basic functions to advanced technical issues with Android OS (2.1 and above) and Windows Mobile Phone OS (6.5 and above)

Assisted floor supervisors and managers: as floor support for all Level 1 agents and newly-trained “nesters,” performing call screenings, and scoring calls for coaching sessions

June 2009-November 2010, Lead Cook, Wynwood Assisted Living, Colorado Springs, CO

Under the supervision of the Dining Services Coordinator, led all aspects of the kitchen, ensuring proper food handling, preparation, and presentation

Dealt personally with the residents on a daily basis to ensure their dining experience was satisfactory and rectify and problems with food, service, atmosphere, &c.

Supervised all other kitchen staff to ensure that all meals, including special diets and special orders were

July 2005-January 2009, Pastor, Coeburn Presbyterian Church, Coeburn, VA

Led church and all aspects of church life, including: chairing church board, overseeing all programs, dealing personally with all crises, coordinating all programs and events, confidential counseling, overseeing all budget and expenditure matters, handling all clerical duties for the church

Recruited and trained all workers and officers, and supervised all volunteers, staff, and officers toward a growing congregation

Congregation doubled in size of membership during my tenure

References:

Jason Harris Chris Simmons Johnny Lopez

Samsung Supervisor Samsung Supervisor Verizon Supervisor

719-***-**** 719-***-**** 719-***-****

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