Customer Service Support

SOLOMON FOWLER II

520-***-**** ******@*****.***

Summary

Customer Service Representative with 11 years of experience in customer service and technical support. Skilled in resolving customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction. Possesses strong written and verbal communication skills, and adept at using various systems to accurately record and manage data.

Skills

Communication Problem-Solving Customer Relations Adaptability Time Management Team Leadership Conflict Resolution Attention to Detail Customer Support Technical Troubleshooting iOS & macOS Systems Data Entry & Management Telecommunication Systems Network Maintenance Asset Management Training & Development Site Surveys Performance Reporting

Professional Experience

Apple Support Advisor

Apple

Provided customer support for iPhone iOS upgrades, ensuring smooth transitions and resolving any issues.

Identified customer needs and troubleshot as necessary, leading to a 20% increase in customer satisfaction scores.

Delivered advanced troubleshooting support for Apple products, achieving a 98% resolution rate on first contact.

Demonstrated flexibility to different communication styles and modified approach according to the needs of customers.

Telephone Systems Support

United States Air Force

Performed site surveys to determine customer needs and planned placement of telecommunications equipment.

Coordinated power requirements for equipment and future projects, ensuring seamless operations.

Maintained close relationships with customers to resolve emotional situations, achieving high customer satisfaction.

Carried out surveys to get feedback on service performance and identified areas for improvement.

Developed training plans for new technicians, enhancing team performance and career progression.

Desktop Support Specialist

United States Air Force

Maintained work log of job tickets and maintenance tasks performed, ensuring accurate records.

Forwarded daily inspection reports on equipment to prevent or solve system malfunctions, reducing incidents by 30%.

Supervised the logging of network conditions and requirements, improving network reliability.

Supported and interacted with end users, including moves, transfers, and setting up new users.

Computer Help Desk

United States Air Force

Responded to queries either in person or over the phone, maintaining high customer satisfaction.

Updated training manuals, improving the onboarding process for new hires.

Educated and trained computer users on system access and usage.

Walked customers through troubleshooting over the phone, achieving a high first-call resolution rate.

Ensured customer satisfaction by following up through email and onsite visits.

Customer Service Representative

Allstream

Responded to customer inquiries about open and closed trouble tickets, ensuring timely resolutions.

Distributed trouble tickets to proper areas for processing, improving workflow efficiency.

Identified unusual trends in customer activity, protecting customer interests and corporate revenue.

Delivered excellent customer service skills, achieving a 90% customer satisfaction rating.

Accurately recorded and input data into appropriate systems, ensuring accurate tracking of customer and company-initiated activity.

Education

Bachelor of Science: Criminal Justice: Homeland Security/Emergency Man

Colorado Technical University

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