Customer Service Technical Support
Resume:
EMPLOYMENT HISTORY
Coordinator Tech II, Verizon Wireless, Wilmington, NC
JUL 2010 - JUL 2014
Global Coordinator, Verizon wireless, Wilmington, NC JUL 2001 - JUL 2007
Bookkeeper/Assistant customer service manager, Food Lion, Porters Neck, NC EDUCATION
SEP 2003 - JAN 2005
Associate's degree in Liberal Arts & Sciences, Cape Fear Community College, Wilmington, NC Completed a year and a half of my associates with a concentration in business and music studies. 106 Essie Ln, Hampstead, United States,
28443
**********@*****.***
DONTE WATTERS
TECH SUPPORT CUSTOMER SERVICE
PROFESSIONAL SUMMARY
Coordinator Tech II with over two decades of experience in technical support and customer service, specializing in network troubleshooting and remote work facilitation. Expertise in enhancing service reliability and team productivity through innovative solutions and expert training. Aims to leverage extensive technical knowledge and problem-solving skills in a dynamic tech support role to drive customer satisfaction and technological advancements. Led the pilot work-from-home team, positioning for seamless transition during the COVID-19 pandemic. Educated hundreds of employees on virtual work best practices, enhancing remote productivity. Resolved numerous Level 2 technical support calls, specializing in home internet and networking. Pioneered remote work protocols boosting productivity during COVID-19. Developed network troubleshooting methods enhancing service reliability. Mentored 300+ staff on remote work best practices, elevating team performance. Specialized in home internet setups, ensuring optimal connectivity for users. Resolved high-priority issues, with high value customers improving customer satisfaction and retention. Fostering brand loyalty.
Provided expert technical training, enhancing team skills and reducing errors. Spearheaded a 20% increase in team efficiency through innovative remote work strategies. (Improving down/hold time for extensive trouble ticket processing)
Analyzed and revamped tech support troubleshooting methods, cutting resolution times and fostering first call resolution. Boosted staff morale through structured virtual team-building activities. And spearheaded numerous in person team community volunteer projects.
Provided level 2 technical support to global customers, ensuring swift issue resolution. While exceeding customer service targets.
Collaborated with international partners to address and resolve network issues worldwide. Developed tailored solutions for customers traveling abroad, enhancing service satisfaction. Designed global package plans for customers on cruises and other transport modes. Partnered effectively with international teams to streamline network operations and unifi all tech departments into one team, boosting efficiency.
Orchestrated detailed service plans for international cruises, ensuring comprehensive coverage. Achieved top 5% in performance, recognized in Directors Club for exemplary service delivery. Resolved front-end customer service issues, ensuring high satisfaction and loyalty. Managed daily cash flow, accurately recording and depositing all sales tenders. Maintained daily store financial records, ensuring compliance and accuracy. Supervised attendance and timekeeping for front-end staff, maintaining operational efficiency. Streamlined invoicing processes, enhancing accuracy and reducing processing time. Analyzed transaction discrepancies, ensuring all financial records were error-free. Trained all new customer service staff, fostering a collaborative environment and enhancing team skills. Handled all customer feedback and concerns while maintaining positive brand promoters. AUG 1999 - MAY 2003
High school Diploma, Topsail High School, Hampstead, North Carolina SKILLS
Android Networking
Customer Service Troubleshooting
Technical Support
ADDITIONAL INFORMATION
Volunteer Experience
• Volunteerd at the Ronald Mcdonald house
Battered women association, Bargain Box, Supported military troops stationed abroad. HOBBIES
Lover of music. I can play 3 instruments Trombone, tuba, and Flute. I write and compose music. Designated rank leader and first chair in my high school marching band. Also was a member of the first pender county all county honors band.
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