Summary
Overview
Work History
Education
Skills
Timeline
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Barb Knight

Phoenix,AZ

Summary

Detail-oriented Customer Service/Technical Support Representative with more than 20 years experience in customer service, financial service and technical support. Troubleshoots technical issues with wireless customers with empathy and patience. Team player who is flexible, reliable and adaptable to dynamic environment.

Overview

21
21
years of professional experience

Work History

Wireless Technical Support/Customer Care Representative

Verizon Wireless
Phoenix, AZ
2017 - 2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Documented transactions and support interactions in system for future reference.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.

Customer Advocate

Verizon Wireless
Phoenix, AZ
2012 - 2017
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Actively listened to customers to assess issues and provide accurate information.
  • Accessed multiple databases to investigate customer questions and concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Financial Service/Customer Service Specialist

Verizon Wireless
Bellevue, WA
2002 - 2012
  • Efficiently executed customer transactions, including payments and payment arrangements.
  • Accurately communicated billing information.
  • Researched customer billing situations and when appropriate, followed established escalation. procedures to expedite prompt resolution.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Acted professionally and patiently when addressing negative customer feedback.

Education

Bachelor of Arts - Radio/Television Production

Eastern Washington Univerwsity
Cheney, WA

Skills

  • Collaborative Team Player
  • User Support and Troubleshooting
  • Resolving Problems and Incidents
  • Customer Support Needs Assessment
  • User Experience
  • Analytical and Methodical
  • Organizational Skills

Timeline

Wireless Technical Support/Customer Care Representative

Verizon Wireless
2017 - 2023

Customer Advocate

Verizon Wireless
2012 - 2017

Financial Service/Customer Service Specialist

Verizon Wireless
2002 - 2012

Bachelor of Arts - Radio/Television Production

Eastern Washington Univerwsity

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Barb Knight