We provide IT Staff Augmentation Services!

Customer Service Representative Resume

Colorado Springs, CO


Confidential, Colorado Springs, CO

Customer Service Representative


  • 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.
  • Initiate customer follow - up calls for inquires not immediately resolved and completed call logs and reports.

C isco S ystems

New Products Networking Technical Publications Developer


  • Assess documentation requirements through surveys, interviews with employees and consultation with managers, instructors and customer representatives.
  • 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, and course handouts, PowerPoint presentations, lab exercises, and technical order material.
  • Conducted Train-the-Trainer (T3) courses for Instructors and customer technicians to validate documentation and course materials in the classroom and lab.
  • Attained T3 and student satisfaction ratings on new documentation and class materials by 95%.


Networking Technical Training Publications Developer and Writer


  • Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
  • Developed technical documentation, materials, and procedures to train users in hardware and software configuration and maintenance.
  • 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.
  • Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
  • Achieved a 93% session satisfaction evaluation on documentation.

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