BOBBY WILLIAMS
Shiloh,Illinois
Summary
Over twenty years of combine documented experience in Technical and Management Customer Service to include: Customer facing and phone support for hardware, software and installations. Project Manager to the District Manager of a three state District for Compaq Computers in Dallas Texas. Training Coordinator for three state District for 125 Field Service Engineers. Over fifteen years managerial and supervisory experience, superb leadership skills. Communicator/Listener, Learner/Educator, Ambassador/Guardian, Facilitator/Partner, Advisor/Developer and Evaluator/Performance Analyst. Continually striving to broaden technical expertise and customer service excellence.
Overview
32
32
years of professional experience
Work History
Patient Care Relation II
Beltone Hearing Aids/Alliance Communications
2021.03
- A customer service specialist for seniors hearing appointment retention
- I service inbound and outbound calls for hearing appointments for exams and sales for Audiologist
- FIVE9 CRM
Assistant District Manager
Colonial Life and Accident
2012.10 - 2013.10
- My duties are recruiting and training new agents for the Rocky Mountain Territory southern part of the State of Colorado
- My strong customer service and management background with Compaq, HP and Apple with 20+ years experience in Tech Support and Managing Software Consultants.
Customer Service Home Base Agent
Apple Inc
2008.12 - 2012.07
- Tier II Technical Support: Apple phone support of their OSX Operating system and peripherals attached to the computer
- The duties include but not limited to installation of operating system and all hardware products Apple, third party products and Networking setup /install
- Previous experience in high tech customer service
- Flexibility to work varied shift on a 7-day schedule including nights and weekends
- Analyze and resolve a wide variety of complex technical customer issues
- Exceptional written and verbal communication skills
- Leadership skills in an area of technical specialty
- Superior time management and prioritization skills
- Mac and Mac OS experience strongly preferred.
Customer Account Executive III – Cable, High Speed Internet and Voice Over Internet Protocol
Comcast
2007.03 - 2008.12
- Provide a full range of repair and customer service for all Comcast products and services: Advanced troubleshooting and support skills pertaining to PC and MAC operating systems, Browser, E-Mail, Personal WebPage, Network Connectivity, including Firewall, Router and Hub configuration and support
- Also experienced in Telephony including VoiceMail, Telephony Porting and Provisioning, Video Connectivity, Cabling problems and customer education
- Excellent listening and analytical skills, with the ability to obtain key information and resolve complex service issues with first call resolution
- Interface with customers regarding billing, or service questions as well as products and features
- Responsible for determining whether customer field visits are required
- Ensures appropriate follow-up as needed
- Excellent verbal/written communication and interpersonal skills
- Ability to effective work alone as well as within a team environment
- Represent Comcast in a professional and positive manner in all situations.
Life and Health Insurance Sales Broker
Complete Health Insurance Company
2006.06 - 2007.03
- Licensed insurance professional
- Analyze and prepare quotes for potential and exiting clients regarding their insurance needs
- Knowledgeable in various insurance industry products; building relationships on the individual as well as group level
- Also knowledgeable in Medicare and Medicaid related issues.
Life and Health Insurance Sales Agent
United American Insurance Company
2005.03 - 2006.06
- Licensed insurance professional
- Analyze and prepare quotes for potential and exiting clients regarding their insurance needs
- Also knowledgeable in general health insurance industry as well as Medicare and Medicaid related issues
- As an agent, sales and service generally focused on Untied American products only.
Mortgage Loan Officer
Crown Financial Group Inc
2004.10 - 2005.03
- Duties include assisting customer with their applications and running credit checks for potential home buyers in Colorado
- Work with various financial companies in order to find the best rates to customers in accordance with the client’s credit rating.
Project Management Positions
Digital/Compaq/HP
1981.10 - 2004.07
- Duty Manager - Day to Day resource management for three states
- Unit Service Manager - Day to Day service management for hardware and software support
- Training Coordinator - District responsibility for certification tracking for 125 field technicians
- The positions above summarize management experience in these computer companies
- Duties were complete customer interfacing and remote support responsibility in order to provide excellent level of service on a 7x24 contract basis
- Managed people locally as well as in remote locations across the US
- Management responsibility for 10 to 125 people as the training coordinator
- Duties included budgeting, forecasting, project management
- Reported to District, Territory and Corporate management levels.
Education
High School Diploma -
Bachelor of Science - Information Technology
09.2008
Office Suites -
02.2005
Microsoft Project -
02.2005
Regis College - Business Communications
01.2001
Dallas Baptist University - Business Management
02.1997
Missouri Technical School - Basic Electronic Certificate
08.1981
Skills
- Critical Thinking Skills
- HIPAA Compliance
- Organizational Skills
- Appointment Scheduling
Golf, Bowling
This is all for pleasure.
Timeline
Patient Care Relation II
Beltone Hearing Aids/Alliance Communications
2021.03
Assistant District Manager
Colonial Life and Accident
2012.10 - 2013.10
Customer Service Home Base Agent
Apple Inc
2008.12 - 2012.07
Customer Account Executive III – Cable, High Speed Internet and Voice Over Internet Protocol
Comcast
2007.03 - 2008.12
Life and Health Insurance Sales Broker
Complete Health Insurance Company
2006.06 - 2007.03
Life and Health Insurance Sales Agent
United American Insurance Company
2005.03 - 2006.06
Mortgage Loan Officer
Crown Financial Group Inc
2004.10 - 2005.03
Project Management Positions
Digital/Compaq/HP
1981.10 - 2004.07
High School Diploma -
Bachelor of Science - Information Technology
Office Suites -
Microsoft Project -
Regis College - Business Communications
Dallas Baptist University - Business Management
Missouri Technical School - Basic Electronic Certificate
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