Dedicated Support Rep knowledgeable about best practices in field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Skills
Microsoft Office Software
6+ years of experience in using Word, Excel, PowerPoint, Outlook
Conflict Resolution
Secretarial Filing
Active listening
Communication
Microsoft Office
Maintenance & Repair
Data Management
Basic Math
Critical thinking
Work ethic
Leadership
Clerical
Flexible
Customer service
Reliable and trustworthy
Problem resolution
Call Center Operations
Technical Troubleshooting
Customer Support Needs Assessment
Troubleshooting Network Issues
Documentation Development
Attention to Detail
Customer Service Support
Interpersonal Skills
Microsoft Windows and Office
Teamwork and Collaboration
Resolving Problems and Incidents
Verbal and Written Communication
Experience
08/2016 to Current
Fiber Customer Support AnalystSecuritymetrics – Orem, UT,
Working in call center environment answering inbound technical calls for Verizon customers
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions.
Implemented unique methods and methodologies, which helped reduce and resolve issues.
Reviewed established procedures to assess areas in need of improvement.
Assisted customers with various types of technical issues via email, live chat and telephone.
Supported customers with online billing, access and account issues.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Input customer service orders and tracked orders through to completion.
Informed senior leadership of product development issues discovered via technical support calls with customers.
Managed customer system updates, informing clients of installation progress stages.
Utilized automated systems to manage and track customer inquiries through to completion.
Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Worked with customer service supervisors to resolve 23-30 customer concerns on daily basis.
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
01/2014 to 08/2016
Technical Support RepresentativePacific Coast Building Products, Inc. – Spokane, WA,
Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems
Keep customer informed about progress by checking the status of work orders in customer record system
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
Other duties as assigned 2015
Supported customers with online billing, access and account issues.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Informed senior leadership of product development issues discovered via technical support calls with customers.
Mentored other technologists and support professionals to provide professional development and skill enhancement.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Worked with customer service supervisors to resolve 25 customer concerns on daily basis.
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
08/2015 to 10/2015
InternStryker Corporation – Grand Junction, CO,
Label and filing case files
Being present in Criminal and traffic courts for cases
Work with defendants "pre-trial," after they're charged with federal crimes and while they're awaiting trial
Help ensure that defendants released to the community before trial commit no crime while awaiting trial and return to court as required
Recommends whether to release or detain the defendant before trial
Addresses whether the defendant is likely to stay out of trouble and return to court as required
Recommends release conditions for the court to impose if the defendant is released rather than detained
These must be the least restrictive conditions that will reasonably assure that the defendant appears in court and poses no danger to the community
Release conditions are tailored to the individual
For example, they may require that the defendant get drug testing and treatment, find and keep a job, or be placed on location monitoring
Responsible for entering data in the PTCC system for electronic filing
Referred offenders to appropriate community agencies to complete services in compliance with court orders.
Observed and recommended special community services opportunities to support offenders.
Maintained organized filing system of paper and electronic documents.
09/2012 to 10/2013
Account Services RepresentativeSprint – City, STATE,
Providing assistance with understanding bills and contract agreements
Implement an outbound policyholder communications process to increase customer satisfaction and improve retention results
Assume ownership of assigned customer accounts
Up-sell coverage to existing policyholders via phone
Quote and sell new personal line products to prospective clients and cross-sell existing clients.
Education and Training
Expected in 03/2022
Bachelor of Science: Criminal Justice Concentration, Crime and Criminal Behavior Strayer University - Newport News, VA GPA: In my studies at Strayer University I have been prepared academically through a great amount of social sciences and criminal justice classes. I’ve been well prepared in technology in the criminal justice, forensic psychology, organized crime, criminal investigations, and sociology just to name a few. While furthering my education, I’ve studied on criminal investigations. Organized Crimes and how it’s impacting the country. I’ve also gained extensive knowledge in forensic psychology and how it’s used in the criminal just field. I have also taken and passed multiple social sciences classes.
In my studies at, Stratton College I have been well prepared academically in the fundamentals of criminal procedure, criminal law, criminology just to name a few. Also in course of my time at Bryant and Stratton College I have also learned what is required to secure crime scenes. I have also have experience taking photos of the scene, collecting evidence, analyzing evidence, writing field notes. I have also been well prepared in identifying different fingerprint patterns.
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