Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

CHRISTOPHER POOLE

Hawesville,KY

Summary

At AT&T, I excelled as a Services Technician and Customer Service Assistant, where my expertise in equipment troubleshooting and exceptional customer service significantly enhanced client satisfaction. Leveraging skills in diagnostic testing and relationship building, I consistently delivered solutions that improved operational efficiency and customer loyalty, embodying a blend of technical acumen and interpersonal finesse. During my time as a customer service assistant I was used as a relieving manager having my own teams for over two years in which I was responsible for all required MSOC metrics, coaching, developing, and making recommendations regarding further employment.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Services Technician

AT&T
05.2013 - Current
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Inspected equipment to diagnose operational issues.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Maintained accurate records of service calls and customer interactions for training and accountability purposes.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.

Customer Service Assistant

AT&T
04.2004 - 05.2013
  • Answered customer questions about product availability and shipment times.
  • Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Analyzed customer feedback to identify areas for improvement.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Utilized problem-solving skills to address customer queries and complaints.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Bachelor of Science - CyberSecurity And Project Management

Southern New Hampshire University
Hooksett, NH
08-2024

Associate of Applied Science - Computer Programming

Owensboro Community And Technical College
Owensboro, KY
05-2013

Skills

  • Project Oversight
  • Regulatory Compliance
  • Time tracking
  • Equipment Troubleshooting
  • Technical Support
  • Work Documentation
  • Customer Service
  • Preventive Maintenance
  • Work order prioritization
  • Quality Assurance
  • Troubleshooting and diagnosis
  • Professional and Courteous
  • Diagnostic Testing
  • Customer Relationship Management
  • Software configuration
  • Punctual and Reliable
  • Service ticket accuracy
  • Troubleshooting skills
  • Flexible and Adaptable
  • Mechanical abilities
  • Service call response
  • Complex repair planning
  • System Installation
  • Troubleshooting ability
  • Valid Driver's License
  • Hand tool expertise
  • Hospitality and accommodation
  • Hand tool knowledge
  • Documentation And Reporting
  • Expertise in installations
  • Safety Procedures Adherence
  • Analytical Thinking
  • Attention to Detail
  • Work with Minimal Supervision
  • Rapport Building
  • Testing and evaluation
  • Installation and Repair

Accomplishments

  • Supervised team of 17 staff members while simultaneously training 15 more.
  • I received the Service Excellence Award for customer service in 2011.
  • I was a top five finisher in the innovation pipeline.

Certification

I have ETA certifications as a fiber optics installer and a fiber optics technician.

Timeline

Services Technician

AT&T
05.2013 - Current

Customer Service Assistant

AT&T
04.2004 - 05.2013

Bachelor of Science - CyberSecurity And Project Management

Southern New Hampshire University

Associate of Applied Science - Computer Programming

Owensboro Community And Technical College

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CHRISTOPHER POOLE