Bobby Owens
Clinton,NC
Summary
Experienced Call Center Agent bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Call Center Agent
PDI Technologies
12.2023 - 06.2024
- Documented customer interactions with 90% accuracy while resolving issues via phone and chat, reducing follow-up inquiries by 25% and enhancing customer satisfaction scores by 15%.
- Monitored and responded to alarms from remote monitoring and management systems, reducing incident response time by 40% and preventing potential system downtime, ensuring 99.9% uptime for critical network peripherals
- Delivered timely updates on incident resolution to customers through proactive communication channels; improved customer satisfaction scores by 20% and reduced follow-up inquiries by 40%
Call Center Agent
Global Linking Solutions
09.2022 - 12.2023
- Acted as a customer advocate, maintaining professionalism and significantly increasing user satisfaction
- Troubleshot VLAN, LAN, and WAN issues, minimizing network downtime by 30% and improving network stability
- Installed and configured Cisco routers, switches, and access points, enhancing network efficiency
- Optimized network performance, reducing downtimes and boosting overall system reliability
- Recognized for outstanding teamwork and collaboration in resolving a critical network outage, ensuring minimal impact on business operations and customer satisfaction.
Education
Information Technology (Networking), Associate of Applied Science -
Sampson Community College
Clinton, NCSkills
- Customer service
- Active Listening
- Technical Support
- Phone Etiquette
- Issue Resolution
- Call Center Operations
Certification
- ITIL v4 - Service Management
Timeline
Call Center Agent
PDI Technologies
12.2023 - 06.2024
Call Center Agent
Global Linking Solutions
09.2022 - 12.2023
Information Technology (Networking), Associate of Applied Science -
Sampson Community College
- ITIL v4 - Service Management
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