Angelique Broncata
Menomonee Falls,WI
Summary
10+ years Customer Service 10+ years Administrative responsibilities Experienced Team Leader with strong problem solving and decision making
To seek and maintain full-time remote position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Service Scheduling Coordinator
Videojet Technologies / Danaher Corporation
08.2014 - 06.2019
- Facilitate emergency customer site visits with technicians
- Coordinate installs between the technicians and customers
- Coordinate preventive maintenance between the technicians and customers
- Provide updates to customers regarding the technician's arrival
- Order parts for technicians going to onsite visits
- Track technician's locations using GPS
- Work within the team on daily reports and meetings tracking call time, preventive maintenance, and same day/next day service
- Have been part of a pilot introducing customers to online scheduling
- Databases used include Salesforce/Service max and Oracle
- Works with cross-functional teams related to installs, service, serial number moves, parts, and contracts
- Strategize with the OEM Project Manager to schedule vendor meets and making sure special requirements are met
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
Data Entry Specialist
IMC Chicago on site, Dell
03.2012 - 05.2013
- Facilitate software license returns between vendors, other internal departments, and the customer
- Checked status with the vendor frequently
- Expedited returns on an as needed basis for customer satisfaction
- Provide timely updates as to the status of returns
- Secure additional information needed by the customer to provide to the vendor
- Update several databases with status and closeouts including Access, and Lotus Notes
- Level Two Technical Support and Staging Integration Team
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Created and maintained data entry logs to track data entry activities.
Level 1 Technical and Staging Representative
CrossCom National
11.2001 - 10.2005
- Supported field technicians on POS systems using IBM 4694, SurePOS300, and
- SurePOS600 systems
- Programmed manager's workstations, including downloading email through a Pix Firewall for Retail Brand Alliance new installation
- Installed and programmed WYSE terminals, SpectraLink phones and gateways for both
- Nortel and Lucent phone systems, Breezecom wireless access points, HP jet directs and printers, HP ProCurve switches, Cisco and Symbol Access Points, Mobile CE and 2000
- Symbol PDT's, updated and configured IOS on Cisco series 1700 routers
- Programmed POS systems for a major retailer, including configuring 2950 series switches, 2600 series routers, ghosting workstations and servers with Windows NT, Windows 2000, and Windows XP, running a LAN, downloading staging files, testing transactions, and troubleshooting any errors
- Point of contact for field installers when they run into issues while implementing and testing the systems
- Simulated a Frame Relay and ISDN network using 2600 and 2800 series routers along with 2950 switches for Kohl's new installations
- Maintained and programmed Nortel CICS, MICS, BCM, and Lucent Partner and Magix phone systems
- Assisted in the development of the staging department by interacting with the customer, project managers and shipping departments
- Created documentation for staging procedures
- Facilitated training between technical support and CSR's along with training of other team members
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Cisco Routers & Network + Certification - Telecommunications Management
McHenry County College
2004
Telecommunications -
DeVry Institute of Technology
2001
Skills
- Oracle, Service max, Sales Force, Verizon Connect GPS, MS Word, Excel, Outlook, Citrix, Adobe Connect
- X12
- EDI
- Team Interaction
- Inquiry Assistance
- Customer-Facing Communication
- Inventory Counts
- Document and Records Management
- Trained in Salesforce
- Verbal and Writing Communication
- Investigate Claims
- Order and Refund Processing
- Livechat Messaging and Email Ticketing
- Remote Capable
Timeline
Service Scheduling Coordinator
Videojet Technologies / Danaher Corporation
08.2014 - 06.2019
Data Entry Specialist
IMC Chicago on site, Dell
03.2012 - 05.2013
Level 1 Technical and Staging Representative
CrossCom National
11.2001 - 10.2005
Cisco Routers & Network + Certification - Telecommunications Management
McHenry County College
Telecommunications -
DeVry Institute of Technology
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