Client Service Representative Resume Colorado Springs, CO - Hire IT People

SKILLS, SOFTWARE AND TOOLS EXPERIENCE:

Software skills: Adobe Framemaker, Acrobat Pro, Illustrator and Photoshop, Microsoft Office 365 - Access, Word, Outlook, Excel, PowerPoint, Publisher, SharePoint, Designer, SharePoint, Project, VISIO, Office Live, SnagIt and SKYPE

WORK EXPERIENCE:

Confidential, Colorado Springs, CO

Client Service Representative

Responsibilities:

Respond to customer requests regarding billing, technical and general customer service inquiries.
Assist customers with wireless device configuration, setup, media connection or configuration, porting contact lists, photos, music and media from old to upgraded devices.
Maximize customer satisfaction through expanding their wireless experience by suggesting new products and applications to their benefit.
Identify, research, and resolve customer issues using the application software and the PC.
Initiate customer follow - up calls for inquires not immediately resolved and complete call logs and reports.
Recognize, document and alert the supervisor of trends in customer calls.

Confidential, San Jose, CA

Networking Technical Publications Developer

Responsibilities:

Assessed documentation requirements through discussions with customers, software and hardware engineering, marketing, support personnel and field service for requirements and input.
Analyzed blueprints, schematics, CAD drawings, and specifications to ensure completeness and accuracy of final documentation.
Improved technical documentation through job and task analysis resulting in updates to documentation for procedural clarity.
Organized and wrote user guides, quick start guides, installation and procedure manuals, handouts, PowerPoint presentations, and technical order material.
Reviewed draft material with the customer base, revised material as requested to improve quality of content.
Coordinated graphics and drawings required for documentation with graphics personnel and produced final masters for reproduction.
Achieved 97% customer satisfaction rating on documentation quality surveys.

Confidential, S anta Clara, CA

Networking Technical Training Publications Developer and Writer

Responsibilities:

Developed technical documentation, materials, and procedures to train customers in hardware and software configuration and maintenance.
Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
Achieved a 93% satisfaction feedback from customers on documentation surveys.

Confidential, Santa Clara, CA

Networking New Products Technical Writer

Responsibilities:

Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
Constructed a lab providing hands-on technical hardware and software experience.
Conducted theoretical and practical applications of SynOptics networking hardware and software, including fiber optic, Ethernet, and twisted-pair networking using SynOptics concentrators for customer technicians.
Led a team of 12 writers and trainers, coordinating our new products documentation and training with sales skills and marketing requirements to insure the world-wide sales force was trained to meet sales goals and budgets.
40% increase in Confidential networking hardware and software sales by concise documentation.
Prepared technical writers and training developer's budget to support multiple new products.
Designed a new Self-Paced documentation and training strategy for Small Systems New Products, allowing decentralization to local sites instead of requiring travel to headquarters.
Saved over $20 million dollars annually in travel, per diem, and lost productivity by decentralizing documentation and training to localized worldwide centers.
Analyzed entire existing documentation and curriculum producing a documentation/curriculum diagram, recommending where additional documentation and user guides were required.
Participated in Subject Matter Expert (SMEs), Marketing and Support team meetings and designed technical documentation for the new Graphic System product.
Collected acronyms, terminology and definitions that were new to the industry and standards definitions that was published as the DEC Dictionary of Terminology.

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Client Service Representative Resume

Colorado Springs, CO

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