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Click here or scroll down to respond to this candidateCandidate's Name
T PHONE NUMBER AVAILABLEEMAIL AVAILABLEhttp://LINKEDIN LINK AVAILABLEExperienceMarriott International Loss Prevention Officer at Renaissance Austin Hotel -December 2021 PresentEnforced hotel security and safety policiesRegular patrols of hotel propertyEngaging with and assisting guests as neededAssisting hotel associates as neededEngaging with and assisting first responders as neededLogging daily events and writing reports to be submitted to managementNew York Life Insurance Company Licensed Life Insurance Agent June 2021 September 2021Spectrum Enterprise Enterprise Technical Support February 2016 August 2020Back Office Team member (BOT):Trained new BOT team members and frontline phone agents on BOT processesAssisted management in resolving Director level escalationsManaged and worked special projects as assigned by managementProvided Change Maintenance notifications to enterprise customersCreated Change Tracker spreadsheet to manage distribution of Change tickets to other agentsProvided training an assistance to other BOT and phone agents helping with Change MaintenanceAssisted ETS agents and other departments with information related to maintenance notificationsContributed articles to the Business Resource Group as part of the Heritage Awareness CommitteeEngaged other carriers to resolve Type II (off network) issuesContributed to training document for Type II processCollaborated with engineering, client services, sales, billing, collections, and other departments to help resolve customers issuesProactively notified customers in response to service alarms (NOC, PRI, Splunk)Provided customers and other departments with RFO (post mortem) reports after service outagesProvided technical support via phone and email for issues with EPL, EVPL, EPLAN, DIA, and video productsTime Warner Cable Business Class - Commercial Support Rep. III July 2014 February 2016Provided advanced Business Class Phone troubleshootingUtilized diagnostic tools to resolve high speed data connectivity issuesAssisted customers with resolving email related issuesCollaborated with other departments to resolve customer issuesVolunteered with the Connect A Million Minds program to help stimulate school aged childrens interest in science, technology, engineering, and math (STEM)Time Warner Cable Business Class - Commercial Support Rep. II June 2013 July 2014Provided technical support for Business Class customersModem configuration and high speed data troubleshootingTelephone and cable TV troubleshootingRainmaker Systems/Express Personnel - Small Business Advisor- July 2012 - May 2013Sales of managed IT services to Comcast Very Small Business customersProvided technical/networking expertise to Comcast sales teamPiloted and developed outbound calling programCompleted coaching training programCoached other Advisors on call quality and sales methodsHelped other Advisors increase and close salesApple Inc. - Advisor (Wireless Multi Media) Austin TX January 2009 April 2012Used written and video feedback to coach other Advisors on Technical Support Eligibility projectMentored new team members to help improve their productivityCoached Advisors to use standard positioning to determine support eligibility and sell support agreementsConsistently exceeded sales goals for AppleCare protection Plan, Technical Solutions, and support agreementsPresented strategies for increasing sales to three of my past teamsParticipated in dual skill pilot program with iApps (Apple digital lifestyle software, e.g. iPhoto and iMovie)Resolved issues relating to Apple wireless products and wireless networkingSupported Mac OS X operating systemProvided support for iPhone 3G S launch |
