With my extensive experience in a personable professional customer service environment, I have a proven ability to form together with others through learning and training, a strong and tested cohesiveness conducive to performing required duties with willingness, ability and a strive for excellence.
In my current position I hold one of the highest quality scores and lowest (best) first contact
resolutions scores which has granted me the opportunity to help others, especially new hires,
reach and exceed the expected levels of competency. My work with ARRIS is commonly
referenced and usually considered an example of how to perform assignments in a timely and
In my previous position as a call floor supervisor, I had the opportunity to work with and train a
technically challenged group and got them on par to educate current and prospective customers
on technical services with a high level of success. Together we were granted a highly prized
account based entirely on our performance evaluation.
-Provide support to both residential and business residents of North America (including Canada) who own Motorola and ARRIS Cable and DSL hardware with any of the following: resolving issues and configuring equipment according to customer needs, troubleshooting multiple devices and connections, as well as providing an overall positive customer experience with newly acquired products through education and hands on configuration.
-Processing of National Account alarms varying from system trouble to Fire and Burglary (dispatching Fire Dept. and Police Dept.) to ensure safety of persons and property.
-Troubleshoot Commercial and Residential systems and provide over the phone resolutions.
-dispatched to job sites per demand
-worked for BAX (Burlington Air Express) for most of employment, promoted to LA truck loader in 2 weeks time (previous loader was terminated)
-stand watch for 12hr overnight shift, protect all outdoor personal property as well as festival property
-use radio communication to alert dispatch of breeches in perimeter and any unauthorized persons or vehicles inside or near perimeter
-Supervise Night Shift employees (20-50), Operate Mosaix Dialer -Compose and implement training materials for agents and floor supervisors
-Compose and implement training materials for agents and floor supervisors
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