Customer Service Representative

BRYAN W. LEWIS

*** ***** **, ******* ** *****

HOME ***-**** -- **** 919-***-****

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

TECHNICAL EXPERTISE

Over 10 years’ experience in Customer and Technical support services working directly with Customers.

Researching client data using SQL Query Analyzer

Proficient with Windows Office, Outlook, Excel, & Word

Work with Technicians on site scheduling and setting up accounts.

Experience running Crystal Reports associated with incoming technical service calls and email.

Managing supervisor 6.5.1 to create Business Object Accounts

Training new employees on companies software applications and customer support

Worked Quality Assurance (7-10 Agents) back checking and training to strengthen teams ability to help the clients

EMPLOYMENT

June 2012 – Sept 21 2012 Hotwire Communications -- Customer Service Representative

Hotwire took over Capitol Broadband and offered this Temporary position - Customer Service Representative (CSR) responsible for providing the customer service to our cable TV, telephone, internet and security monitoring customers. We handle a full range of customer requests for services, inquiries concerning billings, and complaints about service quality in a prompt and professional manner while obtaining all information for resolution of transactions.

May 2009 – June 2012 Capital Broadband --- Customer Service Representative

Worked as a Customer Service Representative (CSR) responsible for providing the highest level of customer service to our cable TV, telephone, internet and security monitoring customers. As a CSR, I handle a full range of customer requests for services, inquiries concerning billings, and complaints about service quality in a prompt and professional manner while obtaining all information for resolution of transactions. I also assisted in resolving delinquent account balances; Give assistance as Supervisor for complex inquiries, and report errors and discrepancies on customer billings as necessary. Worked as QA representative working with co-workers to improve their handling of calls and reporting problems and trends.

Jan 2007- Dec 2008 Credit Suisse Securities (USA) LLC --- Customer Website Support

SME (Subject Matter Expert) for Flash Profit & Loss Estimating application as well as Support for Research and Analytics application.

Responsibilities include, but are not limited to the following:

Answered client calls, ensuring proper documentation, and providing updates using Remedy ISTM ticketing system. Researched client data using SQL Query Analyzer. Was considered a SME for two of Credit Suisse's financial applications for my team. Completed a two week course on Corporate Financial Principles and Guidelines. Provided Support for internal and external clients in US, Europe & Asia. Researched client data using SQL Query Analyzer and worked on a Database (KPS) to store incident information for future referencing.

Jan 2003-Jan 2007, Peopleclick Incorporated -- Technical Support Specialist

Worked as first and second responder to all technical service calls and emails associated with the Peopleclick RMS and VMS software.

Responsibilities included, but are not limited to the following:

Created incident reports for debug software and ran Crystal Reports associated with incoming technical service calls and emails. Provided an escalation point for our first level support team. Worked with remote control access to clients both nationally and internationally. Trained new employees on the software applications and worked special projects associated with the software. Researched client data using SQL Query Analyzer.

Created and developed Business Objects Reports. Managed Supervisor 6.5.1 to create Business Object Accounts and answered client calls, ensured proper documentation, and provided updates as needed.

2001-2003 Per'se Technology Customer Support

Responsibilities included, but are not limited to the following:

Responded to emails from clients about problems or functionality of the product. Answered inbound telephone calls from clients about Per-Se software. Recorded time spent assisting on calls and ensured documentation was written clearly. Documented recurring, or complex problems and recommended ways to correct and prevent them in the future. Worked to resolve difficult problems. If unable to resolve an incident, I followed escalation procedures to route issues to the appropriate resource.

EDUCATION

Credit Suisse - Completed a two week course on Corporate Financial Principles and Corporate Guidelines.

Productivity Point at Peopleclick Inc.: Accelerated Learning Relational Database Design

ACTT-Advanced Computer Technology Training

Microsoft Certified System Engineer Training Course

Accelerated training for Microsoft Windows NT 4.0

Accelerated training for Microsoft Windows NT Server 4.0

Networking Essentials and Basics in LANs and WANs

Durham Technical Community college: Auto Cad II (Advanced Auto CAD Certificate)

Wake Technical Community College: Associate Degree in Architectural Technology,

American School of the Hague, Netherlands: High School Diploma

ACTIVITIES AND INTEREST

Coach High School & Middle School basketball teams for two community church leagues.

Play on Adult Church Softball Team.

Letter of Recommendation

Richard Cameron

111 Corning Road, Suite 250

Cary, NC 27518

re: Bryan Lewis August 5, 2012

To whom this may concern:

Dear Sir:

Connexion Technologies employed Bryan Lewis full-time as a Customer Service Support Specialist for more than three years Bryan was responsible for customer service and customer satisfaction for the multiple regions which encompassed 500 plus developments. He was very instrumental in the implementation of processes to expedite the removal of issues that were causing his team to improve and monitor company service level objectives.

Bryan was responsible daily to multitask and interact with our Customers, Field Operations, Builders, Developers, Engineering, Construction, Field Applications, Accounting, Legal, and Home Owner Associations, to identify and remove road blocks whether internally or externally. Bryan had to maintain a minimum service level of 95% on all categories of tickets including Activations, Trouble Tickets, Service, and Maintenance tickets.

Bryan was also involved with our Quality Assurance department. He was charged with the responsibility of dealing and handling our toughest clients. With his verbal skills, he would appease the worst case scenario and guarantee that the customer would be taken care of while providing continuous feedback until the issue was resolved. Bryan would also work with the rest of our team in reviewing calls and service order tickets to grade them to help improve and coach our customer service department.

Bryan is an intelligent and self-motivated individual that exhibits a passion for his job and life. He is an excellent employee that gives 100% to the organization and his customers. He has integrity and dedication to lead while making a positive team atmosphere. He has the ability to deal with any facet of the population; including multimillionaire developers, builders, Presidents of large organizations, HOA technology teams, Engineers, as well as the day to day technicians.

Bryan has the ability to build strong rapports and relationships while making the customer feel that they are his only customer. He calls things as they are and will not massage the truth to better himself; but rather will provide a solid plan of attack to overcome any obstacles to achieve desired results.

Bryan would be a superb addition to any organization and his influence would be known within a few weeks both internally and externally. If you would like additional information about, you can telephone me at 919-***-****.

Sincerely,

Richard Cameron, Connexion Technologies

Customer Service Supervisor

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