Technical Support Rep Resume

Title
Technical Support Rep

Primary Skills
Troubleshooting, Customer Service

Location
US-VA-Hampton Roads (will consider relocating)

Posted
May-04-09

OBJECTIVE:
To obtain a career oriented position with a company providing an opportunity for professional development and career growth

EXPERIENCE
February 2009-Current Panasonic North America Chesapeake,Va
Technical Service Representative I
Demonstrate timely and efficient resolution of customers concerns
Provide exemplary customer service to inbound and outbound customers
Build appropriate cases for each call according to guidelines
Manage cases in timely matter
Mastered performance evaluations by consistently receiving “Exceed Work Expectations” ratings

December 2008-2009 Amerigroup Virginia Beach,Va
Customer Service Representative
Assist inbound callers with new insurance program premiered in new network
Located doctors in areas part of medical program
Assisted doctors sign up for insurance program
Provided information on benefits included as well as additional programs offered to participants

January2007-October 2008 Coleman&Associates Norfolk,Va
InternalHelpDesk/RetentionSpecialist Assist representatives with escalated calls and supervisor requested calls
Retain customers from canceling Verizon DSL services
Analyzed and explained issues with billing concerns
Offered discounts and promotions

November 2005-January 2007 Sprint/Nextel Hampton,Va
Retention Specialist
Retain customers from canceling wireless services
Analyzed billing questions and concerns
Offered new plans to fit the needs of consumer
Offered new phones and accessories

March 2005--November 2005 Telespectrum Hampton,Va
Senior Sales Associate
Outbound calls to previous Verizon customers
Offered new promotions, products and services to business customers
Exceeded goals and expectations on daily basis
Updated customers information in billing systems

August 2003-February 2005 7Eleven Hampton,Va
Shift Manager/Sales Associate
Accurately processed cash and credits using computerized terminals
Maintained knowledge of current promotions, sales and products
Communicated effectively with store manager and regional managers
Organized merchandise accurately according to store plans
Handled all aspects of retail customer service

EDUCATION
1989-1993 Phoebus High School Hampton, Va
General Studies Diploma
1994-1995 Commonwealth College Hampton,Va
Studies in Accounting/Office Technology: courses in Principals of Finance, Principals of Marketing, Legal Environment of Business, Accounts receivable/payable, Bookkeeping, Organization and Management

SKILLS
Proficient knowledge in Access, Excel, Internet, MS Word, WordPerfect, Windows, Lotus 123, PowerPoint, Microsoft Office Professional, Data Entry, 10 key calculators, fax machine and copier.
Excellent Interpersonal, communication, persuasive and customer service skills, professionalism, confident target driven and self motivated
Able to work in highly dynamic environment and able to multi-task

Certifications
See above


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