|Profile||Highly regarded Customer Service/Technical Support Specialist with excellent communication skills with six+ years of extensive experience in customer service, manufacturing, trouble shooting, problem solving and technical support with highly proficient computer skills.|
|Experience||8/2006-Present Verizon TX Wireless Data Tech Support
.Diagnosed and resolved cellular technical issues.
â€¢Communicated technical information clearly and concisely for the needs of the customer in a professional manner.
â€¢Explain features & benefits of Wireless products & service and make recommendations based on customer needs.
â€¢Support a growing number of wireless/data products, and continuously demonstrate proficiency in product knowledge and call handling skills.
â€¢Maintain accurate records and process changes for customers.
â€¢Analyze current procedures, in order to introduce process improvements when necessary.
â€¢Assumed accountability to ensure all customers receive high quality service.
â€¢Act as a liaison between Technical Support and Network Personnel to help resolve escalated customer issues.
.Work with different software ie:remedy, mars, mtas, acss, familiar with blackberry software.
2000-2006 Convergys TX
Customer Service/Technical Support Specialist
Â§ Assisted customers with installation of hardware and software.
Customer Service/Internet Support
Â§ Provided installation and set-up support for customers using internet services of Prodigy and SBC Yahoo.
Customer Service/Technical Support
Â§ Managed anticipated call volume from Compaq.
|1999-2000 Fast Express (ProStaff) TX
Assembly Associate–Shipping and Receiving
Â§ Team Leader on assembly line.
Â§ Coordinated packaging of different computer parts.
Â§ Responsible for significant increase in audit accuracy.
|1995-1998 Compaq Computer Corp. TX
Â§ Prepared and assembled various types of computer systems in compliance with policies and procedures, assuring 100% product quality and efficiency.
Â§ Communicated unresolved and complex issues to engineers.
Â§ Trained 10 new employees on computer policies, packing, and processing.
Â§ Tested, prepared, and packed hard drives for shipping.
Â§ Repaired and remodeled defective computer systems.
Â§ Exceeded 95% of productivity goals and loss/safety risk prevention goals.
|1995 DHL Worldwide Express (Pro-Staff) TX
Â§ Processed and filed up to 7,000 airway bills in chronological order.
Â§ Researched and made appropriate account adjustments while working in a fast paced environment with minimal supervision.
|1990-1995 United States Army
Â§ Directed flow of traffic and investigated traffic reports.
Â§ Evaluated, investigated and executed Army rules and regulations.
Â§ Awarded the Secret Clearance Medal
|Education||North Harris Community College, Continuing Education, TX
Â§ HCC- Certificate in SAP
Â§ BLACKBERRY CERTIFICATE
|References||Available upon request|