Voice Operations/Provisioning Specialist Resume Morrisville, North Carolina - Hire IT People

SUMMARY:

Dependable detail - oriented Technical Support Representative with excellent listening and troubleshooting skills.
Experience working in a fast paced customer service center with the ability to work with multiple databases.
Effective in recognizing outages customers face when reporting a problem.
Excelled at reading and comprehending trouble tickets to provide an accurate update to customers.
Multi-tasker with strong decision making skills along with the ability to work with limited supervision in a team environment.

PROFESSIONAL EXPERIENCE:

Confidential, Morrisville, North Carolina

Voice Operations/Provisioning Specialist

Responsibilities:

Excelled at troubleshooting outstanding orders in ESR and Clearinghouse.
Investigated and opened tickets with Third Party vendor (Neustar) when orders flowed out of sync and took ownership until resolved.
Accelerated in receiving valid FOC on processed orders.
Completed a training guideline on LSR, PRV and DPO orders and helped train other agents.
Advised internal and external customers via phone and chat.

Confidential, Morrisville, North Carolina

Customer Support Engineer

Responsibilities:

Manage and prioritize responsibilities, including technical tickets to meet agreed target resolution times.
Provided a professional and courteous customer service experience and set expectations based on agreed processes.
Maintain, update and utilize the knowledge base.

Confidential, Cary, North Carolina

Technical Support /Incident Management

Responsibilities:

Provided Tier 1 support referring trouble to the field and other support organizations to facilitate trouble resolution.
Completed 8 Core activities per hour above the department goal of 7.
Created an average of 155 tickets per month utilizing service and technical experience by listening and recognizing customer issues.
Performed an average of 132 Escalations per month via phone and online request being handled within Incident Management to ensure updates were provided regularly to the customer.
Performed an average of 561 updates to customers via phone and online request being handled within Incident Management.
Utilize service and technical experience to help drive down the greater than 4 hour Mean Time To Repair for all customer tickets being handled within Incident Management.
Act with a sense of urgency and professionalism to escalations, customer issues and coordinate resolution of chronic/complex customer problems in an expedient manner.
Average CNAD Response Time working Incident Management issues was 90%.
Selected to work on special assignment working International and Regional tickets to help update, escalate and push to resolution.
Recognized the need to identify and confirm email information provided by the customer was accurately set up to provide the customer timely updates. This helped reduced the volume of customer complaints of not receiving any type of updates on there issue.

Confidential

Network Fiber Locate Clerk

Responsibilities:

Discovered using MapQuest as an alternative tool to locate new address not mapping in the Confidential database which lowered the number of unnecessary tickets sent to field techs.
Exceed 350 tickets daily and assisted in the training of new employees.

Confidential, Raleigh, North Carolina

Radio Announcer, Music and News Director

Responsibilities:

Research and announce contemporary jazz while continuously updating the music library.
Gather accurate weather and news reports along with public service announcements for broadcast.
Assisted Traffic Director with administrative assignments via Confidential software.
Help to promote and market programs that help improve revenue for the station during Fund drives.
Responsible for helping plan and coming up with Theme names and ideas for radiothons.

Confidential, Raleigh, North Carolina

Casual Clerk

Responsibilities: