Calvin Walker
Milwaukee,WI
Summary
Detail-oriented candidate with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Highly adaptable to new environments, systems, and career fields. An added customer service specialty to establish continued trust and rapport with the general public.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Services Representative
Johnson Controls
09.2021 - 09.2023
- Providing technical support for customers with LUX thermostats.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Diagnosed hardware, software, and network issues.
- Maintain accurate records of service tickets using CRM systems.
- Maintained 95% customer satisfaction level for assigned tickets and inbound calls. .
Technical Consultant
Asurion
09.2018 - 12.2020
- Repair phones, tablets and other consumer electronics.
- Engage with customers face to face daily in retail environment.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Promoted insurance coverage and met monthly sales goals of 10.
- Utilized instant messaging app to assist customers remotely.
Device Repair Technician
Ubreakifix
04.2018 - 07.2018
- Diagnose, troubleshoot, and repair consumer devices.
- 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.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Maintained flexible schedule working at various stores as needed.
Sales Associate / Device Repair Technician
Batteries Plus
10.2017 - 04.2018
- Assist retail and commercial customers in the purchase of batteries, light bulbs, and tools.
- Add-on and upsell products to meet sales goals.
- Repair cell phones, tablets, and various consumer electronics.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Process POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
Some College (No Degree) - Human Services
UW Stevens Point
Stevens Point, WIHigh School Diploma -
Riverside High School
Milwaukee, WI06.2010
Skills
- Technical Support
- Complaint Resolution
- Customer Service
- [Salesforce] CRM System Proficiency
- Application Support
- Remote Support
- Adaptability
- Attention to Detail
- Ticket Support Management
- Customer Retention
- Call Center Operations
- POS Systems
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
Some College (No Degree) - Human Services
UW Stevens Point
High School Diploma -
Riverside High School