Calvin Walker
Milwaukee,WI
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Services Representative
Johnson Controls
09.2021 - 09.2023
- Recommended replacement parts and upgrade options based on customers' specific budgets and needs.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Proactively managed client correspondence and recorded tracking and communications.
- Managed high levels of call flow and responded to technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
Technical Consultant
Asurion
09.2018 - 12.2020
- Repair phones, tablets and other consumer electronics by utilizing tools and processes to triage, determine the most effective method to repair, then repair or mail off to be repaired. - Engages with customers face to face daily and delivers an outstanding customer experience within a Sprint retail store
- Upselling extended insurance coverage for home electronics and meeting sales goals as a metric. - Assist customers over chat/messagings app to troubleshoot and solve problems regarding phone issues, billing, claims, etc. - Manages repair inventory which involves receiving new parts, recording volume, placing them into inventory and tracking daily usage. - Accepting / transferring phone calls, and appointment setting for customers.
Device Repair Technician
Ubreakifix
04.2018 - 07.2018
- Diagnose, troubleshoot, and repair devices. - Explain complex technical issues to customers in a non-technical, simple to understand manner.
- Utilize the point of sale system to maintain an accurate, real-time record of customer information and repairs.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested components and systems to evaluate performance and identify concerns.
- Maintained quality assurance and customer satisfaction objectives.
- Mentored junior technicians in maintenance, repair and reporting duties.
Sales Associate / Device Repair Technician
Batteries Plus
10.2017 - 04.2018
- Assist retail and commercial customers in the purchase of batteries and light bulbs.
- Maintain proper inventory by stocking and facing shelves. - Add-on and upsell product.
- Repair cell phones, tablets, and other devices as needed. - Installing various parts for cars; lightbulbs, batteries, and car key systems.
- Helped customers locate products and checked store system for merchandise at other sites.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
No Degree - Human Services
UW Stevens Point
Stevens Point, WIHigh School Diploma -
Riverside University High
Milwaukee, WI06.2010
Skills
- Technical Support
- Remote Diagnosis
- Performance Testing
- Technical Troubleshooting
- Complaint Resolution
Certification
Apple / Samsung Certified, 2018, 2020, Asurion
Timeline
Technical Services Representative
Johnson Controls
09.2021 - 09.2023
Technical Consultant
Asurion
09.2018 - 12.2020
Device Repair Technician
Ubreakifix
04.2018 - 07.2018
Sales Associate / Device Repair Technician
Batteries Plus
10.2017 - 04.2018
No Degree - Human Services
UW Stevens Point
High School Diploma -
Riverside University High