Over six years experience in quality customer service, support, and promotional sales
Five years experience in technical support, computer diagnostics, maintenance, cellular devices & personal computers (PC & Mac)
Over three years experience in supervisory functions (served as primary backup application reviews, training, scheduling, performance reviews, and approvals)
Qualified and experienced trainer/Subject Matter Expert for new representatives also serve as a coach/mentor
MS Exchange, Windows 2000/2003/2007/2010 Excel and Word
Cellular and related components diagnostics, maintenance, setup, and problem resolution
Peer to peer coaching/Quality assistant
Apple Certified and IBM and Mac Book computer diagnostics and resolutions
Client relations specialist
Meticulous attention to detail
Sprint, Inc.July 2016 to CurrentExecutive Response/Escalation Representative Irving, TX
Served as a professional representative of the CEO to executive clients
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Monitored CEO social media accounts, provided responses to customer in need of assistance
Apple IncAugust 2015 to July 2016At Home Advisor Fort Worth, TX
Troubleshooting and experience with Smartphones, Tablet, PC and Mac Certified devices using apple services (itunes, apple music, and android to ios migration)
Multitasking with multiple applications running at the same time Assisting customers with account security issues( resetting password, security questions)
Assisting customers with setting up mail accounts, calendar issues, and emails Assisting customers via phone and chat
Adapting approach to different communications styles Conducted software installs and upgrades such as OS X, iOS, Microsoft, and Adobe.
Computer Sciences Corporations VOLT Tech Support Sprint, IncNovember 2014 to May 2015Service Desk Analyst Coppell Fort Worth Dallas, TX
Assisting end user with unlocking account, password resets, and disabling accounts within Active Directory Assisting end users with unlocking and resyncing their RSA TwoFactor Authentication Tokens.
Utilized the Remedy Ticketing system to create and dispatch trouble tickets.
Assisted end users with mapping to a network drives and printers Utilized SAP tools to help unlock and perform password resets for users SAP accounts.
Assisting end users with Excel and Powerpoint issues.
Assisting end users with connecting via VPN and assisted in troubleshooting VPN connection issues.
Troubleshooting emails, meetings, calendar issues with Lotus Notes.
Sprint, Inc.January 2012 to April 2014Mobile Broadband/Technical Support Agent Fort Worth, TX
Served as a Reverse Escalation Specialist responsible for proactively engaging with high frequency clients on various areas of support
Subject Matter Expert (SME) providing offline support and problem resolution to agents that are assisting customers via phone (processing technical tickets, exchanges and taking escalations)
Train new representatives on all technical support methods and customer service skills
Troubleshoot pda's, smartphones, wireless data cards, and sprint owned applications and delegate as cases based on client needs or technical solutions
Provide customer education on all sprint equipment and services, including problem research Maintain and manage customer accounts (large business account to individual accounts).
AT&T(Pinnacle)May 2011 to December 2011Advanced Technical Support Richardson, TX
Served as Tier 3 support for Uverse users Educated and qualified customers for AT&T services (internet, cell phones, cable TV)
Handled business transactions in connection with activation of new customer accounts including sale of new equipment, accessories, and wireless services
Responsible for customer service, improving customer retention, maintaining a working knowledge of company products and services, and supporting a professional work environment.
Verizon(Telvista)August 2010 to May 2011Technical Support Agent(Tier2) Dallas, TX
Provided technical support to business customers DSL end users and commercial organizations across North America
Troubleshoot and resolved hardware and software technical problems in a call center environment and maintained detailed documentation of resolutions
Provided proficient network connectivity troubleshooting, TCP/IP and dialup support
Responsible for application of complex technical information; mastered new technology; maintained
cooperative work relationships while demonstrating sensitivity and respect for all clients and support staff
DELGADO COMMUNITY COLLEGEHigh School Diploma: General StudiesNEW ORLEANS, LA, U.S.A.
Active Directory, Adobe, Apple, approach, Book, Broadband, cable, call center, closing, coaching, hardware, credit, client, clients, customer service, customer service skills, Dec, documentation, DSL, IBM, Lotus Notes, Mac, meetings, Excel, MS Exchange, mail, Powerpoint, Windows 2000, Word, migration, Multitasking, network, OS, printers, problem resolution, Quality, research, sales, SAP, scheduling, TCP/IP, technical support, phones, phone, TV, Troubleshoot, Troubleshooting, upgrades, VPN