Analytical Technical Support Representative adept at resolving complex issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
Patient and diligent
Attention to detail
Vast technical knowledge
MS Office proficiency
CRT Tech ExpertJan 2014 to Current Verizon Wireless - Elgin, SC
Resolve customer complaints and concerns with strong verbal and negotiation skills.
Maintain a calm, professional demeanor when faced with high demand, high volume workloads.
Responsible for resolving domestic and global equipment and service issues via 800# line for both internal and external customers.
Serve as an equipment and service subject matter expert, communicating complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer.
Maintain effective and productive working relationships with all peers and leadership team.
Assist in process refinement to improve customer service and support.
Acting SupervisorJan 2012 to Jan 2014 Verizon Wireless - Elgin, SC
Provided inspirational leadership to a team of Technical Support Representatives who provided troubleshooting assistance to customers and work to determine why a service, equipment or features are inoperable in the local network or in a roaming scenario.
Ensured all direct reports received the appropriate training needed to perform their job responsibilities (including product knowledge, equipment knowledge, services and systems and how to sell and handle calls efficiently).
Coordinated work efforts of the team and proactively coached and motivated employees on how to create an exceptional customer experience.
Monitored and evaluated the work performance of team members, ensured working environment was compliant with set standards and made recommendations when needed to improve the operation.
Effectively communicated ideas and recommendations to individuals or groups within all levels of the department.
Participated in the hiring process by interviewing and selecting candidates for final interviews and assisted direct reports with career progression within the organization.
Coordinator, International SupportJan 2010 to Jan 2012 Verizon Wireless - Elgin, SC
Resolved domestic and global equipment and service issues via 800# line for both internal and external customers.
Served as an equipment and service subject matter expert, communicated complex and technical information clearly and concisely, adjusted language and terminology to the needs of the customer.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Informed customers about issue resolution progress.
Retail Service TechnicianJan 2008 to Jan 2010 Verizon Wireless - Lexington, SC
Troubleshot customer complaints and isolated whether the issue was account, network, device, or customer education related and resolved efficiently to provide the best customer experience.
Provided in-house support to customers and sales team related to operational or maintenance aspects of cell phones, PDA/Smartphone, WWAN devices, and accessories.
Coordinator, Data Technical SupportJan 2006 to Jan 2008 Verizon Wireless - Columbia, SC
Communicated complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Recognized and communicated potential customer impacting data network problems and worked directly with the WDTS to resolve customer problems.
Developed documentation and improved the quality of common processes for Data Technical Support representatives in the NE Area.
Senior Customer Service RepresentativeJan 2003 to Jan 2006 Verizon Wireless - Columbia, SC
Was responsible for negotiating & problem solving with customers regarding routine cellular service, billing, credits and equipment situations while utilizing predominantly routine screens, scripts and procedures.
Assessed customer needs and suggested/promoted alternative products and services.
Used computerized system for information gathering, data entry and customer inquiries.
Promoted an environment of 100% customer satisfaction.
Assisted Transition Supervisor in the development of new employees in a hands-on environment reinforcing quality, productivity, customer service, interpersonal skills, and proficiency in billing systems.
UNITED STATES MARINE CORPS
Primary MOS 6317 F/A-18 Avionics Technician
Applied knowledge of
theory of operation and performed applicable organizational level maintenance
on aircraft systems such as:
communication, data link, secure speech, radar, laser detector tracker,
mission computer, and digital map set.
Bachelor of Science, Information SystemsStrayer University - Columbia, SC, Columbia
Associate of Science, Telecommunications System Management2009Midlands Technical College - Columbia, SC
F/A-18 Combined Electronics1994NAMTG - Lemoore Naval Air Station, CA