|
SUMMARY
Seven years of progressive customer support and account management experience. Reputation for excellent verbal
communication skills and improving customer satisfaction. Proven to perform effectively, individually and as a team
player. Attention to detail, and to customers' and company's needs. Consistent follow-up for any issues that arise.
EXPERIENCE
AGILENT TECHNOLOGIES, via Volt Staffing, Englewood, CO 2002-present
Onsite Support Dispatch, (06/02-present)
Responsible for ensuring caller's equipment has entitlement for service, or receiving a purchase order or credit
card information for per-incident service, prior to releasing the call to screening. Monitor more than a dozen queues
for any paging alarms and escalate as needed to ensure timely service until closing. Work closely with Support Agreement
and RMA staff as needed.
SUN MICROSYSTEMS, Broomfield, Colorado 1996-2001
Account Support Engineer (ASE II), (01/00-11/01)
Served as
a customer advocate within Enterprise Services. Provided proactive support and trouble shooting tools to customers.
Reviewed and monitored call activity for assigned customers to ensure appropriate level of response and urgency.
* Participated
in the creation and communication of individual action plans for resolution of customer issues, significantly reducing customers'
unscheduled down time.
* Handpicked for team, which created and maintained all ISO-9001 documents for the Personal Technical
Account Support (PTAS) group nationwide.
* Member of building emergency safety team (BEST) assisting security during building
evacuations. CPR and First Aid certified (not current).
* Selected to train new hires on PTAS roles and responsibilities.
Technical Support Engineer (TSE I), (01/99-01/00)
First-level technical support in Engineering Response (ER).
Recorded and resolved service requests, or routed callers after obtaining detailed information. Maintained a Work-In-Progress
queue of 10-15 low-severity service requests to research when not on the phones.
* Received periodic informal training
from each vertical group on common problems to more quickly resolve customer issues.
* Received Analytical Trouble Shooting
class from Kepner-Tregoe.
* Cut spending on technical manuals by creating a department library.
* Volunteered for Saturday
shifts as ER's telephone coverage responsibilities expanded.
Customer Service Representative, (08/97-01/99)
Provided behind the scenes follow-up for implementation of action plans.
Sent CD or created a tape with patches recommended by the TSE to correct customer's issues. Facilitated escalations
whenever the customer perceived a lack of response.
* Represented the Support Services Group (SSG) to various internal
groups to increase visibility of services and build inter-departmental communications.
* Averaged highest number of calls
per month taken for the year.
* Instrumental in hiring applicants to the group: screening, identifying candidates, and
setting up second interviews.
* Recognized for availability in assisting peers on various projects.
* Assisted with
training new hires on SSG roles and responsibilities.
Call Coordinator, (11/96-08/97)
Initial contact for customers needing assistance when no support contract is found.
Reviewed customers' concerns and routed calls as appropriate.
* Worked with minimal supervision during second shift.
*
Awarded Employee of the Month for August 1997.
CIDCO, INC., Morgan Hill, California 1994-1996
Tech Lead, (03/96-10/96)
Supervised 14 technical support representatives.
*
Trained staff on new products as released.
* Monitored calls to ensure proper support and improve customer service skills.
*
Worked with engineering to develop surveys used by staff to locate and correct single points of failure.
Technical Support Representative, (06/95-03/96)
Worked with the company's newest offerings in the supporting role for
end-users. Trained in full product line and trouble shooting steps for each. Facilitated returns and exchanges
as required. Identified fraud and worked with regional telephone companies when appropriate.
Customer Support Representative, (10/94-06/95)
Assisted end-users with caller ID operation on products from CIDCO and
other vendors. Trained for certain regions (US West, Bell Atlantic, Ameritech and BellSouth) and products, and cross-trained
for other regions and products as skills improved.
EDUCATION
Undergraduate engineering course work, Gavilan Community College, Gilroy, California, 1992-1994
PROFESSIONAL DEVELOPMENT
* Well versed in Sun's StarOffice Suite v5.2
* Sun ReMon Expert 1.0 Remote Monitoring
* BRIO End User
* Quality Management
Systems/ISO9001
* Familiar on personal basis with Microsoft 9x Application Suites, Operating Systems, and File Sharing/Networking
*
Fundamentals of Solaris 2.x
* Solaris 2.7 System Administration I and II
* HTML - Basic Design
* SPARC Desktop System
Maintenance
* Covey Time Management and Personal Leadership
|
