Customer Service Representative Resume

OBJECTIVE:

To seek a challenging and fulfilling position where I can apply my vast experience and positive attitude to a winning team.

SUMMARY:

EXPERIENCE:

Customer Service Representative

Confidential

Responsibilities:

Provided excellent customer phone service to gas and electric customers throughout the Confidential service territory
Successfully answered over 200 calls a day with a 100% accuracy
Negotiated and scheduled payment extensions for customers
Scheduled service requests utilizing electronic scheduling tool
Communicated various company low income and energy efficient saving programs
Processed emergency calls in a timely manner to ensure public safety
Promoted SAFETY on ALL calls
Recipient of various excellent customer service awards

Computer Support Field Analyst

Confidential

Responsibilities:

Provided face-to-face IT software and hardware desktop support to employees.
Tracked and responded to user issues using Remedy ticketing system to track, schedule and resolve customer service request and break fixes
Deployed and configured various end-user workstations and peripherals
Resolved issues and service requests efficiently and timely
Provided efficient support to reduce costs and minimize end-user downtime
Reimaged computers and laptops
Lead mass deployment during lifecycle of computer assets for over 1000 end-users
Worked with vendors for warranty break fixes
Shipped and Received computer assets, Plotters, Multi-Function Devices (MFDs)
Configured all computer assets to company specs
Maintained accurate inventory
Communicate to leaders timely via email
Attended daily and monthly operational and staff meetings
Returned all calls and replied to all emails in a timely manner that ranged from leaders, department heads, peers, clients and direct reports
Supported telecom technicians in server change outs, clearances and mass deployments

IT Field Support Supervisor

Confidential

Responsibilities:

Supervised 15 computer support field analyst
Responsible for daily operational stability for over 7,000 end-users covering a vast service territory
Communicated daily with leaders, department heads, peers, clients and direct reports on daily operational needs and issues
Conducted daily phone tailboards with direct reports
Attended monthly staff meetings
Met with Sr. Computer Analyst from my team to discuss current client and team issues and needs
Reviewed direct reports’ timecards for accuracy
Tracked projects to ensure timely completion and within budget
Successfully lead effort for completing mass computer lifecycle upgrades under budget and one month earlier than targeted deadline for over 7,000 end-users
Provided continuous training and feedback to direct reports in areas of SAFETY, policies and procedures.
Attended training for various adhocs and upgrades in software/hardware and procedures.
Conducted annual performance management reviews submitted job requisitions through Acceleration software for on-boarding contractor IT analysts

Project Management

Confidential

Responsibilities:

Responsible for new and upgrade construction for both residential and commercial clients
Responsible for new and upgrade street light and traffic signal construction
Worked with the City of San Jose representatives to procure permits for construction and powering on of street lights and traffic signals
Worked with Confidential &E construction crew to schedule jobs for construction and connecting power from city owned junction box to Confidential &E assets.
Worked with Estimators and Mappers on job packets, estimates and logistics for design and constructdion of power lines for both customer and Confidential &E owned.
Drafted contracts for customer signature and collected payment for jobs
Did on site walk through with customer and Confidential &E foreman/crew
Attended construction and scheduling meetings to manage progress of jobs
Communicated effectively and timely construction/job changes to both customers and Confidential &E crew