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technical support coordinator resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Offering a background in consumer and business to business customer service and technical support with skills and qualifications in the following:


Supervision, Troubleshooting, Problem Solving, Customer Relations, Contract Negotiation, Administration, Training, Sales, Smartphone troubleshooting including Windows, Android, iPhone and Blackberry


Education
State University of New York Buffalo, Expected in 5 1994 B.A : Anthropology - GPA : Graduated Cum Laude GPA: 3.33 Deans List, Departmental Honors Anthropology Graduated Cum Laude GPA: 3.33 Deans List, Departmental Honors
Experience
Asrc Federal Holding Company - Technical Support Coordinator
Seattle, WA, 02/2006 - Current
  • Promoted to Technical Support Coordinator handling high value and business accounts for customer service questions as well as technical support tier two questions.
  • Supported the customer service organization with guidance and tier two technical and data support.
  • Supported Retail technical support reps with resolving technical issues with customers phones.
  • Handled all troubleshooting for Smartphone and data products such as wireless modems
  • Saved customers looking to cancel service with us.
  • Acted as point of contact for customer service teams as well as the tech support queue.
Johnston & Murphy - Customer Service Specialist
Aventura, FL, 03/2014 - 03/2014
  • Responsible for high volume of customer contact via telephone.
  • Assisted customers with all billing related inquiries.
  • Explained wireless telephone bills and manually credited or billed customers whenever re-rates were necessary.
  • Resolved billing disputes.
  • Performed tier one technical support troubleshooting.
  • Explained equipment operation to customers for the entire inventory of wireless phones.
  • Programmed phones for new activations.
  • Sold new contracts and did cancellations and suspensions.
  • Took customer payments.
  • On an hourly basis dealt with rude, abusive and emotional customers in a professional and friendly manner.
Arrive Logistics - Supervisor Service Billing Operations
Chicago, IL, 04/2014 - 04/2014
  • Oversaw and participated in all activities involving service billing, ensuring accuracy and company savings.
  • Researched and authorized billing dispute resolutions.
  • Analyzed and calculated credit and billing issues.
  • Collaborated with Credit and Collections Department with regard to processes and customer response.
  • Planed and coordinated company moves including contractors, movers, power source, computers, and work stations.
  • Trained employees in billing functions.
  • Tracked and maintained supply inventory to support 40 people.
  • Hired and fired employees.
Campbell Soup Co - Customer Relations Specialist
Hyannis, MA, 01/1 - 04/2014
  • Administrated heavy workload of contracts and negotiated $3.8M of annual renewal and new business activities for large format engineering printers and plotters.
  • Heavy customer interaction via mail and email, correspondence and phone calls, utilizing extensive technical expertise to address complicated, high volume systems.
  • Utilized Excel and MS Word to create forms and generate customer letters and reports.
  • Helped develop Oracle system to meet company needs.
  • Key focal person to liaison between customer and Accounts Receivable, Credit and Collections and Sales.
  • Trained employees in managing service contracts and account management.
Terracon - Team Leader
Williamsburg, VA, 01/1 - 01/1
  • Responsible for supervision and scheduling work for up to 140 sales representatives.
  • Oversaw and coordinated sales leads for key client and 10 sales districts.
  • Involved responding to customized needs and programs for each district, responding to unique issues.
  • Identified market demands and made recommendations to management regarding Account Executives.
  • Monitored and evaluated work distribution and performance.
  • Generated management reports.
  • Ensured compliance of client requirements by Account Executives.
  • Promoted from sales representative (2nd in sales out of 30).
  • Proactively identified and secured new business opportunities.
Terracon - Field Archaeologist
Ashburn, VA, 01/1 - 01/1
  • Responsible for all phases of site excavation and research.
  • Projects throughout New York State included surveying, testing, excavation, report writing, primary artifact analysis, cataloging and interpretation.
Pratt And Huth Associates - Field Archaeologist
City, STATE, 01/1 - 01/1
  • Responsibilities similar as described above throughout the East Coast.
Skills

Tier 2 technical support on all Verizonwireless products troubleshooting hardware, software, and network issues with products including, but not limited to iPhone, Android, Blackberry and Windows mobile operating systems

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Resume Overview

School Attended

  • State University of New York

Job Titles Held:

  • Technical Support Coordinator
  • Customer Service Specialist
  • Supervisor Service Billing Operations
  • Customer Relations Specialist
  • Team Leader
  • Field Archaeologist
  • Field Archaeologist

Degrees

  • B.A

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