Addison Mosby
Denver,Colorado
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Lead Field Support Technician
ADT
04.2016 - Current
- Providing Leadership & job specific direction to ADT’s field operations team optimized the team to produce 20% higher
- Update software as needed to increase performance of system
- Help train Field Operations as needed
- Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
- Streamlined troubleshooting processes for increased efficiency and reduced downtime.
Information Tech/ Customer Service
Comcast
01.2015 - 04.2016
- Responsible for providing technical support in areas such as desktop, help desk and IT project support along with network troubleshooting/support
- Contributed to the development of internal tools for monitoring system health, increasing visibility into potential areas of concern.
- Performed root cause analysis on complex technical problems, developing long-term solutions that improved system stability.
- Enhanced productivity & efficiency.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates
Manager/ Team Lead
24-7 Intouch
07.2012 - 01.2015
- Assumed ownership over team productivity & managed workflow exceeding quality service goals
- Aiding as customer support Staff investigated & resolved customer inquiries & complaints in an empathetic manner
- Facilitated inter-department communication to provide agent support
- Trained staff on operating procedures and company services.
Customer Service Rep II
ESM Xerox Company
09.2009 - 04.2011
- Responds to customer inquiries & complaints regarding service, supplies, contracts, & billing
- Answers a variety of calls, email, & chats to support customers
- Resolving customer queries & complaints within a timely manner ensuring a high level of customer satisfaction is obtained with each interaction
- While communicating both effectively & empathetically to overcome barriers.
Skills
- Software configuration
- Network Administration
- Remote Support
- Field Operations
- Strategic Planning
- Staff Development
- Policy Implementation
- Project Management
Timeline
Lead Field Support Technician
ADT
04.2016 - Current
Information Tech/ Customer Service
Comcast
01.2015 - 04.2016
Manager/ Team Lead
24-7 Intouch
07.2012 - 01.2015
Customer Service Rep II
ESM Xerox Company
09.2009 - 04.2011