Wireless Support Specialist Resume Example BGE Home

WIRELESS SUPPORT SPECIALIST

Professional Summary

Hardworking Call Center Customer Service Representative with more than 2 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to ensure timely and quality responses to service requests. Offering a proven history of success within call center environments, continuously surpassing goals while ensuring compliance with company standards and mission.

Skills

Inbound phone calls
Background in sales
Technical support
Adaptability
Customer Billing
Microsoft Office

Customer-oriented
Product and service knowledge
Data Entry
Computer literate
Call center operations

Work History

Customer Care Representative, 07/2020 to Current
BGE Home – Middle River, MD

Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
Schedule repair and inspection services; process and amend related work orders
Acquire information and process orders for sales leads and customer investigations
Respond to customer inquiries regarding products and service; act as interdependent liaison to assist withproblem/issue resolution
Use professional judgement and escalate customer issue/concerns to management when appropriate
Perform outbound calls or survey customers and/ or schedule services when necessary
Respond in writing to customer inquiries and/ or mail company literature to customer residences
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Wireless Support Specialist, 05/2019 to 03/2020
Maryland Transit Administration – Baltimore, MD

Responsible for ALL Maryland Transit Wireless Accounts, equipment, activation and changes to data plans for ALL Maryland Transit users
Responsible for ALL Maryland Transit wireless databases, inventories, audits, supplies, accessories, employee acknowledgement forms, policies and procedures and employee declaration sheets
Provide agency support to troubleshoot basic IT and network problems on wireless equipment, including but limited to Smartphones and Tablets, etc
Perform software application installation and upgrades
Maintain agency telecommunications inventory, including order processing, database entry and programming of equipment
Entered and processed service and troubleshooting requests for wireless phone devices
Provided excellent service and attention to customers in face-to-face encounters and through phone conversations
Audited monthly billing statements for all wireless accounts
Earned good attendance record and built reputation for being on time and ready to work
Improved operations by working with team members and customers to find workable solutions
Managed and maintain over 10 wireless accounts per month

Call Center Representative, 06/2016 to 02/2019
Verizon Wireless – Elkridge, MD

Answered average of 300 calls and emails per week, addressing customer inquiries, solving problems and providing new product information
Promoted available products and services to customers during service, account management and order calls
Proven experience providing customer and tech support in busy call center environment for Government and Business customers
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge
Answered customer questions regarding merchandise and pricing
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
Used consultative sales approach to understand customer needs and recommend relevant offerings
Engaged in continuous learning and development opportunities to promote continued performance improvement
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences

Retail Customer Service Representative, 02/2007 to 06/2016
Verizon Wireless – Owings Mills, MD

Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
Educated customers about billing, payment processing and support policies and procedures
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Worked with management to propose and implement proactive customer service solutions
Provided elevated customer experience to generate loyal clientele
Applied highly effective selling skills while properly engaging and presenting solutions to customers
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers
Resolved diverse range of technical issues across multiple systems and applications
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
Completed physical inventory counts each month
Consulted with customers to determine best methods to resolve service and billing issues
Assisted 20 customers per hour, greeting with upbeat attitude

Assistant Store Manager, 08/2003 to 11/2006
Downtown Locker Room – Baltimore County, MD

Managed scheduling for store shifts so that there was proper staffing at all times
Conducted store inventories once per quarter
Cleaned and organized store, including checkout desk & displays
Reduced process gaps while training new hires on products and operational best practices and store protocols
Shared best practices for sales and customer service with other team members to help improve stores efficiency
Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries
Answered customer questions regarding merchandise and pricing
Increased sales by 10% over 1 month period

Education

High School Diploma: Media Technology, 2002
Northern High School - Baltimore, MD

Resume Overview

Companies Worked For:

BGE Home
Maryland Transit Administration
Verizon Wireless
Downtown Locker Room

School Attended

Northern High School

Job Titles Held:

Customer Care Representative
Wireless Support Specialist
Call Center Representative
Retail Customer Service Representative
Assistant Store Manager

Degrees

High School Diploma : Media Technology , 2002

Wireless Support Specialist Resume Example

Resume Score: 80%

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