Customer Security Assurance Resume

SUMMARY

Over the last three and a half years I have become well versed in IT troubleshooting techniques, root cause analysis, remote system diagnostic analysis, remote repairs, customer education and de - escalation/resolution of complex customer service scenarios.
Troubleshooting DNS, POP3, IMAP, and email deliverability issues caused by hardware/software settings, assisting with installation of anti-virus & running scans, and helping add/setup new devices for LAN or WiFi connections was part of my daily tasks.
I routinely used over a dozen computer based tools including custom CRM databases, manual and automated troubleshooting tools, Remedy ticketing system and remote diagnostic systems.
Stellar customer service while following set methods and protocols and providing first call resolution whenever possible was key to my success.

PROFESSIONAL EXPERIENCE

Customer Security Assurance

Confidential

Responsibilities:

Answer commercial/residential incoming calls for National Customer Security Assurance department
Answer supervisor escalation queue calls from Customer Security Assurance Tier 1 agents
Advanced email troubleshooting including:
Online customer portals: education, configuration, and bug reporting/repair
Desktop programs/Mobile Mail apps setup & configurations (Android/Apple OS/Windows)
Email deliverability: spam filtering, settings conflicts, blacklist removal, & hosting issues
Place outbound follow up calls regarding notifications of security incidents & completion/escalation of tickets
Provide technical assistance/repairs for high-speed internet & telephone including:
Provisioning/activation of data services, setup/modifying Wi-Fi connections
Telephone service security concerns, repair of features and customer education

Customer Experience Associate, Repair/Technical Support

Confidential

Responsibilities:

Answer incoming calls for Confidential West Division repair/technical support
Ensure superior customer experience by addressing customer concerns & resolving problems on the first contact
Place outbound follow up calls regarding completion/escalation of repairs
Provide billing assistance (payment processing, resolving billing disputes, adjustments/credits)
Provide technical assistance/repairs for high-speed internet, telephone, & cable TV platforms including:
Internet connections, web browsers, & cable modems (hardware/firmware)
Wi-Fi connections, Wi-Fi routers & repeaters, & Wi-Fi connected equipment
Online customer portals, email software setup & configuration, Android/Apple mobile apps
Activate & assist with initial setup/provisioning of Cable TV equipment & telephony/data modems
Digital telephone services (BACC/IMS systems, telephony modems, remote voicemail/features)
Cable TV services & equipment
Schedule technicians/field repair operations for customer/premise related service issues
Trend daily technical issues to assist operations w/locating & determining product issues & service area outages
Offer sales assistance with subscriptions including credit checks to verify eligibility & deposit requirements
Responsible for personal time management, payroll submission & web based ongoing training

Residential Routes Director

Confidential

Responsibilities:

Address customer concerns & resolve problems immediately to enhance customer experience & satisfaction
Manage wide variety of customer service & administrative tasks to resolve customer issues quickly & efficiently
Provide 1st & 2nd tier telephone/email customer support regarding scheduling, billing & quality assurance
Create new client accounts (billing/service info) & accompanying work orders/tech routes sheets in CRM database
Provide leadership, train, develop Account Managers to accomplish objectives (scheduling & customer service)
Route/dispatch 8 field technicians within metro Denver & surrounding areas
Invoice & bill for 2000+ residential clients/130+ commercial client accounts on a daily/monthly basis
Administer email delivery systems including client invoices & daily tech route schedules
Create & maintain an organized CRM database (SQL) & map database to develop & increase customer service & relations
As member of Leadership Team provide input & guidance regarding customer service & strategic planning