Professional profile
Technical skills
-Computer Maintenance -Customer Relations -Wireless Broadband -Problem Analysis
-Wireless Voice -Process Optimization -Wireless Services-Proposal Creation
-Process Mapping -End User Support -Teamwork -Computer Hardware
-Software Quality Assurance -Collaborative Problem Solving -Account Management
-Office Administration -Report Writing -Process Improvement-Business Process Improvement
-Creative Problem Solving
Professional Experience
Mobility Maintenance Center AT&T Mobility, Bothell, WA March 2006 – 2011
Technical Support Desk AT&T Mobility, Bothell, WA December 2004 – March 2006
Business End User Care Cingular Wireless, Bothell, WA June 2003 – December 2004
Software Tester Nintendo, Bellevue, WA January 2003 – May 2003
Customer Service Representative II Capital One Financial, Federal Way, WA September 2000 – January 2003
PROFESSIONAL Affiliations
- Over 11 years experience in direct and indirect customer service and IT support.
- Understanding of Lean processes, At&t mobility Six Sigma Green belt certified.
- 3 years experience building and editing databases for director level reports utilizing excel.
- Proven ability to work on an independent basis, exceptional team player, able to work well under pressure.
- Able to analyze gaps in process, identify causes, create, test and modify solutions to ensure effectiveness.
- Excellent communication skills using phone, email, webinar, and direct contact.
- 4 years supporting enterprise level customers (minimum 99 individual)
- 6 years maintaining and updating creating excel databases.
- 6 years creating PowerPoint trainings and Director level reports
- 4 year experience creating purchase orders, receiving inventory and payment invoices (prior to listed resume history)
Technical skills
-Computer Maintenance -Customer Relations -Wireless Broadband -Problem Analysis
-Wireless Voice -Process Optimization -Wireless Services-Proposal Creation
-Process Mapping -End User Support -Teamwork -Computer Hardware
-Software Quality Assurance -Collaborative Problem Solving -Account Management
-Office Administration -Report Writing -Process Improvement-Business Process Improvement
-Creative Problem Solving
Professional Experience
Mobility Maintenance Center AT&T Mobility, Bothell, WA March 2006 – 2011
- Provided world-class technical support on wireless voice and data products to IT managers and other key contacts of assigned high-value local, regional and national business customers
- Troubleshot complex wireless issues across multiple independent elements; including but are not limited to settings on AT&T–provided equipment, configuration of AT&T-provided software, configuration of non-AT&T equipment such as PDA’s or laptops and applications running over a mobile (GPRS, CSD or UMTS) connection (e.g. VPN), AT&T Network elements and customer premises equipment as supported through AT&T offers
- Communicated with National Operations Center to identify device and network issues. Opened, maintained, escalated and closed trouble tickets
- Maintained and updated database information utilizing Excel
- Created PowerPoint training and Director level reports
- Managed Team facilitating On-boarding of Enterprise customers. Including maintaining, scheduling, and conducting web and phone conference calls
Technical Support Desk AT&T Mobility, Bothell, WA December 2004 – March 2006
- Responded to internal calls from all levels of customer care representatives and business customers
- Provided detailed troubleshooting and education to representatives in the areas of roaming, systems, equipment, and network issues
- Submitted trouble issues to Regional Network Operation Centers and Product Management Centers when necessary.
- Opened, maintained, escalated, and closed Clarify Contact Management Tickets
- Track and report technical problems and trends
- Assisted managers with the development of representatives by providing feedback and training regarding supported products or services
- Participated in conference calls with network engineers to align the ticketing process between Customer Care and Regional Network Operations Centers
Business End User Care Cingular Wireless, Bothell, WA June 2003 – December 2004
- Provided a consistently excellent customer service experience by maintaining the highest degree of courtesy, confidentiality and professionalism
- Handled business transactions in connection with account activations, adjustments and collections while maintaining customer goodwill and retaining the customer’s business
- Utilized a variety of systems and web-based tools to research and resolve customer issues
- Demonstrated drive and enthusiasm while handling customer questions, complaints, and billing inquiries
Software Tester Nintendo, Bellevue, WA January 2003 – May 2003
- Tested development software, identified programming issues.
- Evaluated product for content guidelines, and documented quality-assurance checks
Customer Service Representative II Capital One Financial, Federal Way, WA September 2000 – January 2003
- Answered customer calls in a friendly and courteous manner while providing the highest level of technical support and assisted customers with issues involving third party debits resulting in personal account issues
- Provided strategic counseling to customers to keep accounts current and lessen reoccurrence of potential account issues
- Researched on products and call customers back the answers as required
- Created and trained new course for fellow employees on correct Soft skills handling of customers. These new training courses helped to reduce occurrences of escalation and to lower AHT call time.
PROFESSIONAL Affiliations
- Snohomish County ECEAP Advisory Council
- Snohomish County ECEAP Advocacy Council
- Alumni DECA (Distribution Education Clubs of America)
- Charter member Experience Music Project
- Mentor to High School students in Advanced Management Training programs