Highly regarded and accomplished Customer Service Representative/Technical Support Specialist with excellent oral/written communication skills with 10 years awarded experience in customer service, while providing 95% quality by maintaining training of new products, services, and policy changes. Unique abilities in trouble shooting, problem resolution and technical support, providing a one call resolution.
Highly proficient computer skills:
Knowledge of Win 95, 98, ME, 2K, XP, Vista, and Windows 7
Certificate in SAP
Verizon Wireless Houston, TX Wireless Data Tech Support
Diagnosed and resolved over 200 in-bound cellular technical issues daily, while providing 95% quality in a timely manner.
Communicated technical information clearly and concisely for the desires of the customer in a professional manner, while managing maximum accountability.
Explain and enriched features and benefits of Wireless products and services while demonstrating advisory and recommendations based on customer requirements.
Supported and administrated growing numbers of wireless/data products, and continuously demonstrates proficiency in product knowledge while working in a fast-pace environment and handling various calls volumes during high-peak time.
Maintain and initiated accurate file records, follow-up contact, and process progressive changes for customers relationship, enhancing process improvements, analyzing and evaluating current procedures weekly or when necessary.
Professional liaison as an awarded Customer Representative, Technical Support, and Network Personnel to support problem resolution for escalated customer issues.
Convergys Houston, TX Customer Service/Technical Support Specialist/Internet Support
Assisted customers with installation of hardware and software. Provided installation and set-up support for customers using internet services of Prodigy, SBC, and Yahoo. Managed anticipated call volume from Compaq.
United States Army Military Police
Directed flow of traffic and investigated traffic reports. Evaluated, investigated and executed Army rules and regulations.
Awarded the Secret Clearance Medal
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