123 Madeup Ave,Null Street, CA Cell: 123-456-7890 Email: firstname.lastname@example.org
A resourceful and forward-thinking support professional with over 20 years of telecommunications industry experience in multiple facets including leadership negotiations, client relationship and account management, training personnel and reviewing Fortune 500 invoice processing to ensure retention sales by enforcing 100% compliance and accuracy until project completion. A seasoned problem-solver with expertise on product and program development and proficiency with process improvements and best practices implementation. Clients have included the federal government, GM, IBM and Boeing.
Supervision, payroll, terminations Quality control and assurance Comptia Project management Confidential document management Customer visits
Professional Experience Verizon Wireless Hanover, MD
2006 to present Technical Support Manager August 2010 to Current Enhance leadership skills by coaching, developing and mentoring 15 coordinators on technical support capabilities and efficient communication techniques while utilizing the company best practices model. Consistently maintain error rates at 5% or less by accurately auditing tickets for compliance to NRB specifications and technical support standards. Impact bottom line by eliminating customer relinquishment through the continuous representation of superior client relations for escalated issues and the effective implementation of a resolution. Educate personnel on all procedures in both technical aptitude and customer care, gaining confidence from senior leadership teams and increasingly growing as an asset for the organization. Facilitate educational support program training for staff on improving leadership skills, customer deescalation skills and troubleshooting measures to minimize transfer rates and hold times. Manage center’s customer relationship program (CRM) by monitoring telecommunications of staff and execute immediate field training to eliminate further discrepancies. Partner with HR leaders to provide recommendations on employment offers, disciplinary actions and terminations; reported weekly personnel performance data. Excel on software proficiencies including Impact 360, Witness, ACSS Web, ACSS.net, Remedy, Sametime, Lync and MS Office suite. Technical Support Coordinator II January 2006 to July 2010 Raised customer satisfaction ratings by executing customer service and technical support within strict timelines to see resolution through to completion. Eliminated downtime by identifying network and application issues and troubleshooting both hardware and software issues in a timely manner to ensure 100% escalated customer satisfaction. Streamlined operational efficiencies and implemented best practices by utilizing trouble ticketing system for tracking customer interactions and problem resolutions and providing corresponding detailed information on set up and configuration of data and voice products.
Amerix/Ascend One – Columbia, MD – Client Services Representative Comcast – Baltimore, MD – Supervisor Arch Wireless – Columbia, MD – Assistant Manager
Bachelor of Arts – Business Administration, Strayer University – Owings Mills, MD, 2012