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Technical Support Inbound Agent Resume Example

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TECHNICAL SUPPORT INBOUND AGENT
Summary

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.

Highlights
  • Strong Communication Skills
  • Strong Instructional, Executive and Organizational skill set
  • Ability to quickly assess situations and respond appropriately with first contact resolution
  • Proven control of situations and incidents with extended circumstances, leaving nothing left to contingency
  • Ability to instruct, implement and comply to a set regiment of rules and regulations in a constant state of monitoring
  • Ability to help individuals achieve goals with an increasing level of success in a professional environment
  • Ability to apply acquired skills in a professional manner
Accomplishments

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

professional manner.

 

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.

Experience
Technical Support Inbound Agent10/2014 to CurrentTtm Technologies, Inc.Anaheim , CA

-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.

NAMC Outbound and Inbound Customer Care11/2007 to 09/2008ADTCity , STATE

-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.

on call Staff08/2007 to 11/2007Remedy Intelligent StaffingCity , STATE

-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)

Security Guard07/2007 to 07/2007JCJ Executive Protection LlcCity , STATE

-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

Night Shift Trainer and Supervisor10/2004 to 05/2007Global Callcenter SolutionsCity , STATE

-Supervise Night Shift employees (20-50), Operate Mosaix Dialer


-Compose and implement training materials for agents and floor supervisors

Education
High School Diploma1991Gloucester High SchoolCity, State, United States
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How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

77Average
Resume Strength
  • Formatting
  • Word choice
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  • Strong summary
  • Typos

Resume Overview

School Attended

  • Gloucester High School

Job Titles Held:

  • Technical Support Inbound Agent
  • NAMC Outbound and Inbound Customer Care
  • on call Staff
  • Security Guard
  • Night Shift Trainer and Supervisor

Degrees

  • High School Diploma 1991

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