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Click here or scroll down to respond to this candidate Candidate's Name
Street Address PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
SUMMARY
Dedicated Customer Service/Technical Support Representative with more than 10 years in the industry.
Motivated to maintain customer satisfaction and contribute to company success. Proven ability to
establish rapport with customers. Reliable and driven, with strong time management and organizational
skills.
HIGHLIGHTS
Technical Troubleshooting Collaborative Team Player
Service-oriented Analytical Thinking
Written & Verbal Communication Windows and OS X Proficient
Highly Adaptable Business to Business Sales
Multitasking Attention to Detail
PROFESSIONAL EXPERIENCE
Lutron
Technical Support Tier II May 2022 July 2023
Assisted professional electricians as well as regular homeowners in, completing complex smart lighting
projects and troubleshooted our products as well as our lighting systems.
Walked customers through setting up lighting systems that integrated with other smart systems
such as Google Home, Apple Homekit and Alexa.
Helped troubleshoot issues when either the product did not work as expected or if the customer
needed help with software programming.
Participated and corroborated in projects to help the Customer Service part of the Solutions
Center improve and thrive.
Dun & Bradstreet January 2020 March 2022
Account Manager (Outbound)
Responsible for the renewal, upsell and cross sell of existing clients. Identifying and establishing contacts
with potential customers. Proposition and qualify sales opportunities through direct prospecting and
networking.
Manage a portfolio of accounts responsible for renewing and growing. Providing business
solutions that impact performance within the customer s functional areas: risk management,
finance, marketing, purchasing and technology.
Build credibility through an in-depth understanding of a client s business, organization, external
environment, and industry.
Act as a customer advocate throughout the entire sales and solution delivery process.
Air Products & Chemicals Feb 2019 November 2019
Telemetry Technician
Created and entered the necessary administrative and technical information required to successfully
connect tank telemetry devices to the Air Products system. Monitored, detected, responded and resolved
operating performance issues with asset monitoring equipment.
Ensured that new telemetry installations and repairs for existing installs were performed in
compliance with all safety policies and practices.
Accountable for preventing telemetry-related customer products interruptions.
Ensured timely resolution and follow-up of trouble tickets.
STI
July 2018 December 2018
FirstNet Customer Service
Provided customer and technical support to First Responders on the FirstNet network. Support ranged
from answering billing inquiries to assisting with activations/registration and support of advanced
technical issues.
Met and exceeded all department metrics and goals.
Acted as a subject matter expert, assisting peers in handling difficult customer situations.
Found innovative solutions to resolve customer issues in a timely manner.
Premier
Supported AT&T Wireless business to business customers. Ensured PCI compliance through use of
proper verification procedures. Answered billing related questions, assisted with activations and upgrades,
provided order and website support.
Advanced troubleshooting of website and registration issues.
Chosen as floor-support to assist newly hired agents with their transition from training to
production.
Exceeded department goals and standards.
Apple Inc. May 2014 - October 2017
Mac OS X + Support 2015- 2017
Resolved issues with OS X operating system reaching as far back as Mountain Lion to the current system
Safari. Built customer relations through accurate resolutions and simple explanations of complex software
and hardware issues.
Facilitated meetings with fellow associates to create new and efficient ways to interact with
customers as well as resolve common software and hardware issues.
Expert in Mac features and tools such as Disk Utility, Terminal, OS X Recovery, and Network
Configuration.
Assisted with Service Level by handling inbound call volume in multiple departments including
Technical Support, Billing and Payment, and Account Management.
Apple At Home Advisor, Technical Support 2014-2015
Answered questions about Apple products and services while providing world-class customer service,
troubleshooting and technical support. Fostered customer relationships to create satisfaction and increase
loyalty. Introduced new ideas to successfully achieve goals and execute on key company initiatives.
Strategically resolved complex issues involving both OS X and IOS software.
Reviewed customers technical issues to consistently provide accurate information and timely,
first-contact resolution.
Utilized outside the box thinking to create win-win scenarios.
Demonstrated ability to apply policy and procedure to address customer concerns.
Consistently met or exceeded key performance indicators including average handle time and
commitment to schedule.
CoWorx, Bethlehem, PA December 2011 August 2012
Web Order, Representative
Effectively amended problematic online sales to suit customer needs by researching potential conflicts
within their order. Proactively offer new products and services tailored to the customer s needs.
Consistently exceeded monthly sales goals for both new customer contracts and upgrades of
existing customers.
Integrated methods from various departments to support all areas of the company s customer
base.
T-Mobile USA, Allentown, PA January 2006 October 2011
Advanced Technical Support Specialist, Tier III 2010-2011
Subject matter expert on all T-Mobile network, device, feature, service issues, systems and tools. Utilized
resource documentation for reference and troubleshooting advanced device and network problems.
Appropriately disbursed adjustments and account credits in accordance with T-Mobile policy.
.
Exceeded department productivity and quality standards consistently.
Selected as a mentor in numerous training programs.
Technical Support Representative, Tier II 2006-2010
Provided technical assistance in response to inquiries regarding equipment usage, operating issues and
various customer concerns. Where appropriate, recommend new product solutions and services to
accommodate customer needs.
Chosen to act as a Senior Representative in an interim role; supporting a team of 12 to 15 Tier II
agents. Expertly handled escalated customer issues. Assisted a Technical Support Coach in
ensuring performance goals are met.
Acted as a subject matter expert to support newly hired employees in their transition to technical
support representatives.
Selected as a Device Advocate for new product launches prior to nationwide release dates.
Mentored agents in device usage including functionality and customer common procedures.
EDUCATION
Wood Tobe-Coburn College (2001-2003) A.A. in Business Administration
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