Danye Gorrell
Greensboro,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Personable and dedicated Customer Service Representative with extensive experience in telecomunications industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Technical Customer Service Representative
Charter Communications, Spectrum
Greensboro, NC
07.2015 - Current
- Resolved customer inquiries, troubleshooting technical issues and providing solutions quickly and efficiently.
- Ensured customer satisfaction by following up on open cases to ensure that all issues were resolved satisfactorily.
- Provided guidance on how to use different types of online services such as web browsing, email, social media.
- Assisted customers with setting up their internet connection, configuring routers, and connecting devices to the network.
- Diagnosed hardware and software problems related to the internet connection and worked with various departments for resolution.
- Identified areas of improvement within the company's existing processes or procedures and suggested modifications accordingly.
- Worked closely with product engineers and developers in order to provide feedback about customer experience and needs.
- Participated in team meetings and brainstorming sessions aimed at improving overall efficiency and effectiveness of operations.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Demonstrated advanced product knowledge to solve customer issues.
- Troubleshot and resolved customer issues with telephones, answering machines, voice mail systems, call routing systems, and other related equipment.
- Provided technical support for customers regarding their telephone service needs.
- Performed repairs on all types of telecommunications equipment such as phones, switches, routers, modems.
- Analyzed system performance logs to identify potential problems and areas for improvement.
- Programmed various digital devices such as phones, voicemail systems, and PBXs.
- Provided remote technical assistance via phone or internet connection.
- Diagnosed and repaired malfunctioning telephone lines or other communication components.
- Monitored system performance metrics to detect any irregularities in operation.
- Trained users on the use of new telephone systems or applications.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
Key Holder Supervisor
Cycle Gear
Greensboro, PA
08.2018 - 11.2019
- Maintained a safe and secure environment within the store.
- Conducted regular team meetings to discuss progress and challenges.
- Ensured store was opened and closed in a timely manner according to company policies.
- Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
- Provided customer service including cashiering, merchandising and restocking shelves.
- Assisted customers with product selection and resolving complaints.
- Supervised employees by providing direction on tasks and expectations regarding customer service standards.
- Performed daily banking duties such as deposits and withdrawals of funds from registers.
- Identified potential shoplifters through observation of suspicious behavior or activities.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
- Replenished merchandise displays throughout the store as needed.
- Inspected physical condition of store premises to identify any maintenance issues.
- Enforced safety regulations within the store environment to protect both employees and customers.
- Participated in training sessions on topics such as customer service techniques and loss prevention strategies.
Asset Protection Associate
Walmart
Greensboro, NC
10.2013 - 07.2015
- Monitored CCTV surveillance to detect suspicious activity.
- Executed safety protocols to protect the store's assets.
- Identified shoplifters and apprehended perpetrators according to company policies.
- Conducted investigations related to inventory discrepancies and shrinkage control.
- Maintained a safe shopping environment by monitoring customer behavior and responding quickly to potential issues.
- Investigated incidents, collected evidence, wrote detailed reports, and made recommendations for corrective action when necessary.
- Provided assistance in the training of new hires on asset protection procedures.
- Conducted regular security checks throughout the store to identify any areas of concern.
- Responded promptly to all alarms activated within the store.
- Participated in weekly meetings with management teams to discuss loss prevention topics.
- Ensured compliance with all applicable laws, regulations, policies, and procedures related to asset protection.
- Reported any suspicious activities immediately upon discovery.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
North Carolina A & T State University
Greensboro, NC01-2014
Skills
- Network Security
- Mobile Device Management
- System Administration
- Hardware Installation
- Online research
- Information Management
- Diagnosing issues
- Troubleshooting and repair
- Device Installation
- Equipment safety
- Equipment Installation
- Electrical Wiring
Timeline
Key Holder Supervisor
Cycle Gear
08.2018 - 11.2019
Technical Customer Service Representative
Charter Communications, Spectrum
07.2015 - Current
Asset Protection Associate
Walmart
10.2013 - 07.2015
Bachelor of Science - Electrical, Electronics Engineering Technologies
North Carolina A & T State University