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HBA Customer Service Advocate Resume Example

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HBA CUSTOMER SERVICE ADVOCATE
Summary

Results-oriented, graduate seeking opportunity in Technology. Highly poised and dedicated with strong education and training with a dependable professional experienced in customer service, cash management, inventory control, merchandise fixture management, data entry, information technology support and clerical/administrative background. I am looking to join a fast-paced, team promoting environment with long term career potential where I can apply my adapted skills and educational background. I can follow a strict production timeline, effectively communicate, and exercise a high degree of judgment. I excel at troubleshooting and providing technical direction and support to staff and clients while establishing and maintaining cooperative working relationships.

Skills
  • Apple iOS
  • Android
  • Basic Network Infrastructure
  • Computer/Network Hardware
  • SQL
  • SAP Ariba
  • Business Management and Leadership
  • Microsoft Office (Word, Excel, PowerPoint, Access)
  • Call center (800 inbound, Tier 1 Tech Support)
  • Service and Solution Proposals
  • Order processing
  • Operations, Audits and Records Retention/Archiving
  • Merchandising Management
  • Operations Management
  • Filing daily, monthly, yearly reports
  • Inventory Management (inventory control system)
  • Inventory Counts (daily, weekly, monthly)
  • Inventory Audits and Reconciliation
  • Staff and Customer Base Training
  • Efficiently Managing Time
  • Customer Retention
  • Data Entry
  • Analyst (reports, inventory, data)
  • Computer maintenance
  • Remote mobile services and support
  • Troubleshooting and Diagnosing
  • Call center experience
  • Technical troubleshooting
  • Troubleshooting
  • Exceptional telephone etiquette
  • Software upgrades
  • Account management
  • Troubleshooting proficiency
  • Application installations
  • Windows XP/Vista
  • Remote Technical Assistance
  • Hardware configuration
  • Equipment repair
  • Service desk support
  • Hardware upgrades
  • Customer service
  • Hardware diagnosis
Experience
01/2018 to Current
HBA Customer Service AdvocateVerizon Wireless － Remote, NC
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Assessed troubleshooting links and actions issues to determine appropriate troubleshooting methods for remediation.
  • Troubleshot network and device hardware issues and worked with service providers to facilitate repairs for end users.
  • Supported customers with online billing, access and account issues.
  • Boost plan and feature sales through customer education, competitor knowledge and strategic up selling techniques.
  • Provided remote Tier 1 technical support for mobile devices and software to customers.
  • Assisted customers with mobile device and internet technical issues via telephone.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Helped customers track and ship packages, responding to average calls per day.
  • Worked with customer service supervisors to resolve customer concerns when assistance is needed.
  • Developed and maintained technical expertise in mobile communications.
  • Researched, resolved and followed up on customer issues, earning star customer review rating.
11/2016 to 05/2017
Sales Operations Support Specialist/Tech Support/IT LiaisonVerizon Wireless, Sun-Sat － Bluffton, SC
  • Planned and executed projects.
  • Tracked warehouse contents continually, maintained constant awareness of stock levels and performed formal inventory review.
  • Monitored multiple databases to keep track of all company inventory.
  • Evaluated effectiveness of training by surveying trainees and managers and collecting before-and after-data showing training impact.
  • Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers.
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
  • Identified, addressed and either resolved or escalated project issues.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Procured software, hardware and infrastructure required to meet program demands.
  • Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
  • Produced status reports for customers and senior management.
06/2008 to 11/2016
Technical Support SpecialistVerizon － Bluffton, SC
  • Provide exceptional customer service and technical support for internal and external voice and data product customers.
  • Troubleshoot hardware and software issues and identify network/applications issues.
  • Provide detailed information on how to set up/configure data and voice products.
  • Verify provisioning and diagnose device or Network issues.
  • Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.
  • Use various administrative department tools and on-line resources for customer resolution.
  • Use trouble ticket system for tracking customer interactions and problem resolution.
  • Evaluate customers concerns and resolve problems to customer satisfaction.
  • Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.
  • Schedule follow-ups with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Leveraged tools, resources and company procedures to address and diagnose problems.
  • Assisted sales and business development managers with explaining technical systems to end users.
  • Multi tasked across systems and applications and resolved broad range of technical issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Set up new desktop systems and configured for incoming employees, loading required software and server permissions.
  • Observed system functioning and entered commands to test different areas of operations.
  • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Education and Training
03/2014
Associate of Arts: Business Administration Information SystemsAmerican InterContinental University － Schaumburg, IL

GPA: 3.17

  • Major in Business Administration
  • Minor in Information Systems
  • Completed coursework in Legal and Ethical Environment of Business, Business Management and Leadership, Principles of Accounting I, Principles of Marketing, Introduction to Computer and Network Hardware, Introduction to Operating Systems, Introduction to Databases, Network Infrastructure Basics
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Resume Overview

Companies Worked For:

  • Verizon Wireless
  • Verizon Wireless, Sun-Sat
  • Verizon

School Attended

  • American InterContinental University

Job Titles Held:

  • HBA Customer Service Advocate
  • Sales Operations Support Specialist/Tech Support/IT Liaison
  • Technical Support Specialist

Degrees

  • Associate of Arts : Business Administration Information Systems

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