- Troubleshooting proficiency
- Microsoft Office expert
- Exceptional telephone etiquette
- Vast technical knowledge
- Excellent problem solving skills
- High customer service standards
- Telecommunications knowledge
- Customer Relationship Management software (CRM)
- Conflict resolution proficiency
- Dedicated to process improvement
- Service solutions expert
- Customer service expert
- Data entry
- Computer proficiencyTeam management
- Client relations specialist
- ServiceDesk
- Microsoft Lync
Consistently received a 100% rate of customer satisfaction.Oversaw a Automated repeatable tasks where possible to increase efficiency.Managed call flow with up to 50+ calls in queue per minute..Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Quality Communication
- Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
Database Maintenance
- Assisted in the managing of the company database and verified, edited and modified membersā information.
Highland, OH, 09/2012 - 01/2015
Monitor Systems and also assist other internal customers around the world with system related issues.
Create, analyze, and problem solve case data for Systems/application and general game issues.
Maintain the integrity, security, and provide customer assistance for Wide Area Progressive, Class II, and CDS games.
Serve as a liaison between numerous departments such as Casino Services, Class II/III/CDS Engineers, Submissions, and Jackpot Response Representatives in order to satisfy ISO requirements.
Experience with SAP, CRM, and Salesforce and or ACD systems.
Support external and internal customers to ensure solutions are found and resolved in timely manner.
Assist/train employees on the procedures in SAP, Simplify, Microsoft Office Suite, WAP servers, and PRTS terminals Strong technical understanding of PCs including hardware and software needs and functions.
Create sales orders for Parts ordering/shipping.
Reading, PA, 07/2012 - 09/2012
- Monitor Systems and also assist other internal customers around the world with system related issues.
- Create, analyze, and problem solve case data for Systems/application and general game issues.
- Maintain the integrity, security, and provide customer assistance for Wide Area Progressive, Class II, and CDS games.
- Serve as a liaison between numerous departments such as Casino Services, Class II/III/CDS Engineers, Submissions, and Jackpot Response Representatives in order to satisfy ISO requirements.
- Experience with SAP, CRM, and Salesforce and or ACD systems.
- Support external and internal customers to ensure solutions are found and resolved in timely manner.
- Assist/train employees on the procedures in SAP, Simplify, Microsoft Office Suite, WAP servers, and PRTS terminals Strong technical understanding of PCs including hardware and software needs and functions.
- Create sales orders for Parts ordering/shipping.
City, STATE, 04/2009 - 09/2012
Assist techs with installation of Microcells.
Assisted with internal issues with PC troubleshooting from outlook application to installing Ram on the PCS.
Assist AT&T users with all cell device issues including Microcell issues.
Provide World class Tech support to all AT&T customers.
Assist/Trained new AT&T employees on all Cellphone/hardware functions along with Phone OS systems.
Became a Internal support representative shortly after being hired.
Support team leads in ensuring quality and assisting agents with finding solutions to customer's issue.
Stat's always in goal but always looking to improve my strength's and go above and beyond.
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School Attended
- San Juan High School Union Mine high school
Job Titles Held:
- Service desk coordinator II
- Contractor
- Technical Support Representative
Degrees
- High School Diploma
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