Anthony J. Williams
Lafayette Hill,PA
Summary
Diligent Technician transitioning into a leadership role with proven track record in managing service teams and ensuring high-quality technical support. Known for successfully leading projects that enhance service efficiency and customer satisfaction. Demonstrated ability in problem-solving and team leadership.
Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
21
21
years of professional experience
Work History
Service Technician
Verizon Communications Inc
08.2016 - Current
- Installing, repairing and troubleshooting Verizon Fios network
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Explained diagnostic findings to customers and outlined repair or service options.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Trained technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Promoted cross-selling opportunities and services to existing customers to drive revenue and achieve conversion rates.
- Developed strong relationships with clients, resulting in repeat business and referrals.
- Participated in conferences and workshops related to the field of service technology to enhance professional development among team members.
- Resolved complex technical problems through careful analysis, innovative thinking, and collaboration with colleagues.
- Improved team efficiency by streamlining service processes and implementing new troubleshooting techniques.
Alarm Technician
Guardian Protection Services
08.2014 - 08.2016
- Install and repair residential alarm systems
- Upsell products to help protect customers' needs
- Provide customer education and demonstration of the alarm system
Tax Preparer/Owner
Instant Tax Service
01.2010 - 08.2014
- Managed a team of tax preparers
- Gathered information from clients to prepare tax returns
- Used great customer service skills to gain referrals from clients
- Handled large volume of inbound calls
CSSR (Customer Service Sales Rep)
Colonial Penn Life
06.2009 - 07.2010
- Educate and sell life insurance products in a call center environment
- Assist management with training of new agents
- I also won many awards for sales, customer service and overcoming objections
Registered Representative
Metlife Insurance
11.2008 - 06.2009
- Scheduled appointments and met with clients to help manage their financial goals
- Networked with local businesses to gain referrals
- 6/63 Licensed and L/H Licensed
Supervisor of Field Operations Cable & Satellite
Del-Val Communications
01.2005 - 11.2008
- Managed and trained a team of techs to install cable lines and satellite dishes on residential and commercial sites
- Troubleshooting and repair of satellites/cable and phone lines
Lead Technician/Trainer
Ironwood Communications
02.2004 - 01.2005
- Trained new technicians, prepared routes for technicians
- Responsible for handling difficult customers and custom installations
Education
Diploma - Residential and Commercial Electricity
Orleans Technical Institute
Philadelphia, PA01.2002
Skills
- Problem and issue resolution
- Analytical thinking
- Works Well Under Pressure
- Multitasking and organization
- Customer service
- Attention to detail
- Work Planning and Prioritization
- Workload management
- Customer interaction
- Teamwork and collaboration
- Dependable and responsible
- Verbal communication
- Active listening
Accomplishments
- Collaborated with team members on Weekly calls on the development of the business and trail blaze future projects.
- 1 of 2 Technicians chosen to exhibit exceptional level of care and attention to detail for critical cases ( High Touch)
- Refferedup by communicating valuable knowledge of products with accuracy and efficiency.
Timeline
Service Technician
Verizon Communications Inc
08.2016 - Current
Alarm Technician
Guardian Protection Services
08.2014 - 08.2016
Tax Preparer/Owner
Instant Tax Service
01.2010 - 08.2014
CSSR (Customer Service Sales Rep)
Colonial Penn Life
06.2009 - 07.2010
Registered Representative
Metlife Insurance
11.2008 - 06.2009
Supervisor of Field Operations Cable & Satellite
Del-Val Communications
01.2005 - 11.2008
Lead Technician/Trainer
Ironwood Communications
02.2004 - 01.2005
Diploma - Residential and Commercial Electricity
Orleans Technical Institute
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