David Shaw
Fairfax,VA
Summary
Enthusiastic communications specialist bringing positivity, initiative, and exceptional organizational skills. Experienced in customer service, management, and training of team members. Committed to organizational improvement and high-efficiency resource utilization.
Savvy professional experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
AT&T
Gulfport, MS
03.2014 - 10.2015
- Assisted with updating technical support best practices for use by team
- Walked individuals through basic troubleshooting tasks
- Responded promptly to incoming sales leads and requests for technical support
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Managed high levels of call flow and responded to Tier II technical support needs
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Used ticketing systems to manage and process support actions and requests
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
Customer Service Representative
Impact Resource Group
Olathe, KS
08.2009 - 03.2010
- Increased efficiency and team productivity by promoting operational best practices
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants
- Developed and updated databases to handle customer data
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Educated customers about billing, payment processing and support policies and procedures
- Met customer call guidelines for service levels, handle time and productivity
- Trained new personnel regarding company operations, policies and services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Reached out to customers after completed sales to suggest additional service or product purchases
Customer Service Representative
Everest Connections
Olathe, KS
08.2005 - 09.2006
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Applied Science - Communications
University of Phoenix
Phoenix, AZ06.2012
Licenses & Certifications
02.2023
Skills
- Customer Account Management; Billing Procedures and Adjustments, Warranty Requirements, Service Requests, Customer Feedback, Order and Refund Processing
- Microsoft Office, Photoshop, & SharePoint Proficiency
- Team Development & Training
- Operations Management
- Livechat Messaging
- Customer Retention Strategies
- Inventory Procedure Documentation
- Complex Issues Management
- Technical Support, Resolution, and Assistance
- Hardware and Software Evaluation, and Configuration
- Issue and Resolution Tracking
- Troubleshooting Network Issues
- Diagnostic Tools
- Customer Implementation Support
- Data Connectivity
- Computer Networking
- Mobile Devices
Timeline
Technical Support Specialist
AT&T
03.2014 - 10.2015
Customer Service Representative
Impact Resource Group
08.2009 - 03.2010
Customer Service Representative
Everest Connections
08.2005 - 09.2006
Associate of Applied Science - Communications
University of Phoenix
Licenses & Certifications
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