Dispatcher/Technician Router Resume St. Paul, MN - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, St. Paul, MN

Dispatcher/Technician Router

Responsibilities:

Responsible for providing key support to customer - facing field personnel.
Assists Technicians in troubleshooting of Rugged Mobile Computers.
Corrects or changes work orders to facilitate Technicians' use of the handheld and activation tools ( Confidential ).
Works with moderate supervision/guidance. Is accountable for individual results and impact on team.
Resolves issues regarding installations and service calls. Performs data entry and work order modifications.
Resolves order discrepancies in advance of Technicians being routed to appointments.
Maintains contact via phone or text when Technicians are on site.
Supports order modifications including rates/packages/provisioning codes, installation charges and points/quota.
Ensures workflow in advance of Technicians being routed into the field.
Provides operational support to Technicians; works with both internal and external resources and maintains detailed account notes of all actions taken in the appropriate tool/application.

Business Operations Support

Confidential

Responsibilities:

Assist Residential and Commercial Customers with technical difficulties providing superior support.
Monitor the Confidential network using systems such as iGlass, Path Trak, Tollgrade, CMIT and page out events that may be interfering with subscriber service.
Program Customer’s equipment and recognize possible account problems in Confidential .
Follow proper escalation procedures as pertaining to internal and external events.
Provide basic troubleshooting for browser; email IP addressing, web hosting, e-commerce services and basic networking. Determining and dispatching the appropriate fix agent.
Establish and maintain positive rapport with existing and potential customers.
Interact with appropriate team members to ensure service resolution for customers.
Assist commercial and residential technicians, answering inbound calls via the phone and two-way radio.
Close out all type of jobs with the proper coding and any additional information as needed into the billing system.
Assist work order coordinators with printing, bursting and routing.
Enter technician’s routes into Confidential .

Level 3 Billing Representative

Confidential

Responsibilities:

Answer all inquires and resolve any billing concerns including delinquent or non-pay account. Work with outside collectors of equipment and monies to recover outstanding debts.
Ability to understand and explain billing statements to customers over the phone.
Answer in bound and out bound auto-dialer calls as needed.
Appropriately, efficiently, and professionally handle customer requests by phone including installment of cable service, customer data changes, credits, payments, and billing questions.
Handle heavy phone call volumes and respond to customer inquiries via all customer channels; e-mail, telephone, web chat, or any other form of contact if needed.
Assist with escalated Billing and Collection calls and resolve customer complaints.
Assist in developing and/or updating Billing or Collection procedures or training.
Assist/coach/train all Billing and Collection Representatives on various work related procedures and products.

Lead Customer Service Representative

Confidential

Responsibilities:

Create overtime schedules for customer service.
Ensure daily staff adheres to all departments’ policies. Services as a backup for any direct area needing coverage.
Monitor customer service reps on a monthly basis.
Side by side coaching and completing all monitoring forms by deadlines.
Work closely with supervisors to improve Confidential performance.
Help ensure all team members are meeting goals in a timely manner. Handling incoming irate calls.

Customer Service Representative

Confidential

Responsibilities:

Provide the customer with a professional image through prompt response to telephone call, use of telephone skills and knowledgeable solutions to inquiries.
Sell and retain the full line of products to customer base and appropriately handle customer requests, including the installment of cable service, changes to service, customer data changes, credits, etc.
Maintain current product information in a format that is easily accessible and useable when discussing our products and services with customers.

Confidential, St. Paul, MN

Office Manager/HR Specialist

Responsibilities:

Overseen requisitions, acted as Division’s Accounting Department, acts as Division’s Human Resources contact, performed additional daily duties such as; sorting and distributing mail, delivering outgoing Confidential, assisting Sales Managers in daily tasks.
Performed general office and administrative office duties; such as answering incoming calls, ordering all office supplies.
Greeted visitors to the office.