L*****n
About Candidate
With over seven years of experience as a Senior Technical Support Representative at VXI Global Holdings, I have developed a strong expertise in AT&T troubleshooting and customer service. I am TAG certified and proficient in LinkedIn Sales Navigator and Help Desk Support.
As a resourceful, customer-focused, and flexible professional, I have consistently delivered exceptional service and exceeded performance expectations. For instance, in my last role, I helped the company maintain its service level by working additional hours before and after shifts, lowering the volume of calls and increasing customer satisfaction. I am also reliable, trustworthy, adaptable, and attentive to detail in my work.
I am looking for an opportunity to leverage my skills and experience as a Virtual Assistant, where I can support your business needs and goals. I am confident that I can provide high-quality and efficient service, as well as add value and innovation to your projects.
Location
Education
Bachelor of Science in Computer Engineering, 1987-1992
Work & Experience
Responsible for answering inbound calls from T-Mobile subscribers. Provides excellent customer service primarily technical support. Troubleshoot mobile problems for both Android and IOS cellphones. Answers queries in customers' billing and promotional offers. Process add a line, upgrade, and replacement orders. Create and make a follow and ensure to the customers that problems are already resolved. Attend and collaborate on a daily huddle with Team Leader and Manager.
The major task is to provide customer service primarily in troubleshooting steps for AT&T Uverse business account subscribers with their internet, telephone, and TV problems with complexity. Schedule technician appointments, advise installation orders/upgrade details and repair appointments, and expedite requests. Process and configure static IP address, passthrough, and port forwarding. Open and change firewall settings. Walked the customer steps on how to access modem and router settings. Process escalation whenever it is needed. Responds to weekly coaching and adhere to monthly attendance. Attend weekly huddles and team meetings. Participate in monthly activities. The secondary task is to provide billing support which includes explaining billing details, current balances, past due amounts, prorated charges, payment methods, contracts, plans, etc. Walk the customers through online registration and account management. A reset password is also included. Offer and process orders for wifi extenders and static IP.
Responsible for providing professional technical support for AT&T Uverse services customers. Responsible for ensuring that customers’ expectations are met and are in line with the account's policies, practices, and procedures. Resolves customer’s requests and technical issues in a timely fashion. Attends daily team huddles and cooperates with monthly activities.
Assists dealers/customers in processing activation requests and performs credit checks/do manual reviews. Answers inquiries; provides needed information, resolves problems, fulfills requests, maintains customer satisfaction and good quality relations with courtesy, reassurance of help, and empathy. Pull up/Create account/s through mobile no., SSN, or SIM card no. and input needed information to complete the process of adding a line, new line/s, port-in, pre to post-migration, change of responsibility, and other requests. Perform credit check. Do a manual review. Provides needed information for dealers/customers maintaining audit compliance. Gather facts and existing situations from customers before giving them resolutions. Do the escalations whenever customers insist. Submit the process and provide corresponding memos. Updates work-related knowledge by reading comprehensive courses/watching videos in continuing education links that may be of help in awareness of the latest phone models and in updates of the latest rules and policies. Attends weekly coaching and acknowledges it to the portal. Attends weekly team huddles.
