BRADLEY ELLIS
NORFOLK,VA
Summary
Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
ADP
09.2020 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Three month stretch assignment with Technical Tier Two Team
- Two year assignment with Technical Resolution back office team.
Customer Advocate Representative
COX COMMUNICATIONS
05.2016 - Current
- Defused volatile customer situations calmly and courteously
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Referred unresolved customer grievances to designated departments for further investigation
- Acted professionally and patiently when addressing negative customer feedback
- Effectively managed a high-volume of inbound and outbound customer calls
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Technical Support Representative
COX COMMUNICATIONS
03.2013 - 05.2016
- Conducted research to address customer concerns
- Upsold products and services to increase company revenue
- Activated accounts for clients interested in new services
- Remained up-to-date on the latest technologies and solutions applicable to company products
- Resolved customer issues in a clear, courteous and straightforward manner
- Demonstrated professionalism and courtesy with customers at all times
- Identified and solved technical issues with a variety of diagnostic tools
- Conducted research to address customer concerns.
Field Service Technician
DISH NETWORK
05.2011 - 03.2013
- Programmed and troubleshot devices following installation
- Calibrated and monitored devices following installation
- Recommended system-level hardware and software installations
- Ran cables and connected receivers
- Repaired malfunctioning system components
- Determined the best location for customer satellites
- Met deadlines and quotas for installations and repairs
- Installed cable support systems and prepared workstation outlets
- Fed cables through access holes, roof spaces and cavity walls
- Positioned and terminated cables, wires and strapping.
Warehouse Associate/Forklift Operator
BEST BUY
08.2009 - 01.2011
- Redirected shipments en route in response to customer requests
- Loaded and unloaded pieces into boxes for shipment
- Maximized sales by shipping on time and accurately
- Trained staff on material handling processes to reduce shipping times
- Moved freight, stock and other materials to and from storage and production areas and loading docks
- Led warehouse improvement initiatives to advance operational efficiencies.
Education
HIGH SCHOOL DIPLOMA -
Norview High School
Norfolk, VA01.2003
Skills
- Troubleshooting
- Team leader
- Deadline-driven
- Hard working and self-motivated
- OSHA standards
- Inventory management
- Material handling
- Organized
- Mathematical aptitude
- Fast learner
- Flexible schedule
- Analytical thinker
Timeline
Technical Support Representative
ADP
09.2020 - Current
Customer Advocate Representative
COX COMMUNICATIONS
05.2016 - Current
Technical Support Representative
COX COMMUNICATIONS
03.2013 - 05.2016
Field Service Technician
DISH NETWORK
05.2011 - 03.2013
Warehouse Associate/Forklift Operator
BEST BUY
08.2009 - 01.2011
HIGH SCHOOL DIPLOMA -
Norview High School
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