Supervisor or Tech Support or Customer Service

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Supervisor, Tech Support, Customer Service with 14 years experience looking for a Supervisor position.

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Eric J.C. Baker 48 Dunbar Street, Yonkers, NY 10710 Phone (347) 260-7098 Email: [email protected] ________________________________________________________________________________ ____ Telecommunications / Customer Support / Supervisor ______________________________________________________________________ * Customer Service Oriented * Repair Technician * Troubleshooting * Customer Resolution * Strong Organizational Skills * Customer Follow-up ________________________________________________________________________________ ____ Professional Experience ______________________________________________________________________________ Account Executive/Corporate Trainer 010-present Luxe Marketing Concepts Trained new account executives in basic marketing principles. Conducted interviews of potential employees. Sold Verizon FiOS television, telephone and internet service door to door. Voice/Data Repair Tech 2 5/2006 - 3/2010 InfoHighway! Communications/Broadview Networks Diagnosed and initiated repairs on multiple telecommunications products includin g resold and UNE-P POTS service, CLEC switched POTS service, VoIP and HPBX POTS service, voice & data T1's, designed circuits, Lit Buildings, DSL service (both resold ADSL and carrier provided SDSL) Toll Free service, Long Distance service (both resold IXC services and CLEC provided Switched service) email and voicemai l service. Communicated with ILEC, IXC and CLEC technicians providing back-end support. Answered front-end customer repair calls, opened repair tickets while providing one-call resolution wherever possible. Performed supervisory/team lead duties when asked by management. Customer Service Supervisor Managed a team of 9-15 customer service representatives. Handled escalated issues and coordinated with other departments to get resolutio n. Designed and implemented training program for new representatives. Groomed multiple representatives for advancement within the company Motivated representatives to achieve and surpass required metrics Performed scheduling duties for a 30+ representative call center. Monitored progress for representatives, provided positive feedback and construct ive criticism where needed. 5/2

Telecommunications Supervisor 4/2000 - 9/2001 Metropolitan Telecommunications, New York, NY Monitored CSR performance using Nortel Symposium, compiling reports based upon s aid monitoring. Motivated reps to achieve the company's requested performance level

Handled escalated situations which could not be resolved by reps. Trained new and existing reps to use the computer programs necessary to perform their jobs.

Consumer Sales and Service Representative Verizon, Bronx, NY

12/1996 - 12/1998

Answered customer service calls using an ACD multi-line telephone Exceeded increasing sales and service quotas on a monthly basis Established new accounts for telephone service Sold Verizon products and service to new and established customers Coordinated with multiple departments to resolve billing and service issues on customer accounts Assisted with training new service representatives and established new work sta ndards and ethics Further developed ability to prioritize and complete tasks in a timely fashion ________________________________________________________________________________ ___ Education ______________________________________________________________________________ University of Rochester, Rochester, NY - 5/1995 BA in Psychology

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