Chimere Ellerbee
Software Developer
Dunwoody,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level software developer position.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advocate
Verizon Wireless
04.2015 - 08.2023
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Build customer connections by asking right questions to uncover individual needs while promoting and selling value of products and services
- Exceeded and surpassed companies performance and sales goal in leading category by 33% for consecutive months.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations. 2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted to Fraud Prevention Team certified in handling fraud accounts with specialized projects in 2021.
- Stellar judgment and ability to handle sensitive information Compare customers' information with databases to determine accuracy and legitimacy
- Skip trace individuals to reduce bad debt losses and to authenticate individuals
- Complete end to end service investigation and place outbound calls to finalize authenticity of order.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Planned and implemented process improvements and reporting systems to streamline operations.
Technical Support Specialist
Verizon Wireless
09.2020 - 08.2023
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Provide technical support and guidance to Indirect / Retail and Big 3 (Walmart, Apple, BestBuy) Agents with closing/canceling orders, placing orders, building accounts for new customers
- Promoted efficiency among departments with prompt resolution of system issues.
- Complete device activations with customers and agents while providing exceptional customer service experience
- Resolving failed activation attempts by customer service agents and customers
- Strong Technical support skills by investigating, diagnosing and resolving customers technical problems or concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to customers technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored systems in operation and quickly troubleshot errors.
Operations Manager
Durham School Services
05.2013 - 04.2015
- Dispatching and routing calls for drivers and parents in Charleston, Dorchester, Ravenel areas.
- Handling customer service calls with highest degree of courtesy and professionalism Responding to customer and parents requests in timely manner.
- Establishing and analyzing bus routes for schools, field-trips, and city events.
- Knowledge of database management and Finances.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Oversaw team of 50 drivers, pre-screened and assisted with providing proper CDL classes and certifications.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Assisted in recruiting, hiring and training of team members.
- Prepared and updated employees' daily work schedules and resolved school transportation and field trip issues.
- Interacted well with customers to build connections and nurture relationships.
- Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Kept up to date on local, state and federal regulations related to school bus operations.
Collections Specialist
IQOR DirectV
06.2009 - 05.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Assisted customers 60 days or more delinquent on payment arrangements, settlements and billing questions on debts owed.
- Instrumental maintaining and exceeding companies' goals and revenue in 3 months by collecting over 64,000 in collection dollars.
- Trained new team members on scripts, company services, and collection strategies.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Maintained accurate records of customer accounts, payments and payment plans.
Acquisition Specialist
Communications Capital Group
05.2010 - 04.2013
- Work with 28 sales Director/Acquisitions Specialists covering th United
- States (GA, FL, CA, OH, NY, SC), responsible for more than 3,000 individual and corporate accounts
- Handing wireless infrastructure investments with opening new accounts, initiating deals and closing deals, scheduling appointments
- Quickly and effectively solve customer challenges
- Managed customers' portfolio of wireless assets and provided diverse financial alternatives to landlords, tower companies, and carriers in telecommunications.
- Maintained documentation for all purchases.
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Helped customers navigate choices between mobile carriers tower rentals with support for questions such as terms, pricing, and availability.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Produced remarkable sales and enhanced numbers by managing complete lifecycle from networking through ongoing account servicing.
- Prepared pricing agreements and contracts to close sales.
- Prospected new sales leads from directories, referrals and partners.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
Education
Bachelor of Science - Information Technology Software Development
Strayer University
Washington, DCAssociate of Arts - Psychology
Trident Technical College
Charleston06.2004
Skills
- High level of emotional intelligence
- Product and Service Sales
- Customer Service
- Excellent People Skills
- Sales Management
- Leading Software Development Teams
- Technical Support and Assistance
- Supervisor Collaboration
- Organizational Skills
- Collaborative Team Player
- Remote IT Implementation
- Software Debugging
- Time Management
- Selling Skills
- Training and Development
- Customer Complaint Management
- Brand Advocacy
- Bug Fixes
- Agile Environments
- Attention to Detail
- Verbal and Written Communication
- Application Programming
- Microsoft SQL Servers
- Scripting Languages: PHP, Python, JavaScript
Additional Information
- AWARDS, March Madness Top BrandAmbassadorsDirectors ClubRecognizing You Award
Certification
- Certification in Project Management, Harvard Mentor Manager - 2023
- Certification in Finance Essentials, Harvard Mentor Manager- 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Support Specialist
Verizon Wireless
09.2020 - 08.2023
Senior Customer Service Advocate
Verizon Wireless
04.2015 - 08.2023
Operations Manager
Durham School Services
05.2013 - 04.2015
Acquisition Specialist
Communications Capital Group
05.2010 - 04.2013
Collections Specialist
IQOR DirectV
06.2009 - 05.2013
Bachelor of Science - Information Technology Software Development
Strayer University
Associate of Arts - Psychology
Trident Technical College
- Certification in Project Management, Harvard Mentor Manager - 2023
- Certification in Finance Essentials, Harvard Mentor Manager- 2023
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