Summary
Overview
Work History
Education
Skills
Timeline
Generic
David Smith

David Smith

Dallas,TX

Summary

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship-building and critical thinking skills. Bringing 10 years of experience in technology.

Overview

4
4
years of professional experience

Work History

Customer Care, Support Agent-Teri 1-Remote

Verizon Wireless
Dallas, TX
05.2022 - Current
  • Customer Service- Teri 1 agent,
  • Providing introductory information to new customers, ensuring that customers are satisfied with products or services. Ensuring that customers are satisfied with products or services.
  • Using technology skills to resolve customers issues using platforms such D365, salesforce, workday, workflow, Mesergy-queue system, Zendesk, Microsoft office, Micro soft Teams, Notes. Calabria-employee portal, slack, work hub, Acss, Jabber.
  • Analytical problem solving, communication skills, good professional oral and written skills, using de-escalation tactics and being able to always empathize, to all customer issues, in a timely manner, multi-tasking, adaptability. Conflict resolution, Time management, Confidentiality, Problem-solving, Remote communication.
  • Ensuring that customers are satisfied with products or service, letting customers or clients know about additional products or services.
  • Determining the quickest, most effective ways to answer a client’s or customer’s questions Escalating queries and concerns. Troubleshooting common issues with a product or services.

CX Support Agent -Dallas, Texas. -Remote

Patagonia
Reno, NV
09.2021 - 05.2022
  • Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality.
  • Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience.
  • Implemented customer service process improvements to limit wait times.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Improved customer service wait times to mitigate complaints.
  • Made outbound calls to obtain account information.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.

Access Control Technician Commercial Security Inst

Advanced Connections Incorporated
Carrollton, TX
11.2019 - 11.2020
  • Worked in high-stress environments using ladders, scaffolds and high-lift equipment as well as in confined spaces such as ducts, crawlspaces and vents.
  • Performed regular inspections to ensure alarm systems and equipment worked according to specifications.
  • Achieved proper alarm operation by testing hardware, connections and signals.
  • Installed fire alarm panels and devices and programmed equipment.
  • Managed physical connections of Cat5 and coaxial cable, RJ45 clips and multimeter db, meter and phone butt sets.
  • Programmed and installed conventional and networked alarm monitors for fire, security and water.
  • Attained skill in installation of fire alarm and control systems for commercial and residential facilities.
  • Installed ground faults and open circuits for low-voltage and 120 VAC wiring.
  • Demonstrated efficiency in installations and maintenance individually or as part of collaborative, dedicated team.
  • Showed strong written and verbal communication skills to assist with quality control and device maintenance.
  • Demonstrated hands-on technical and mechanical skills, as well as experience with handling electronic devices and handhelds, among them desktops, workstations, iPad and iPhone.
  • Pulled from in-depth knowledge of voltage systems and low-voltage circuitry.
  • Installed, tested and serviced alarm systems to determine correction functionality.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Restored malfunctioning devices to original functionality and replaced as necessary.
  • Determined appropriate tools and equipment needed to perform repairs on commercial and residential systems.
  • Tracked material and equipment inventory, upkeep and maintenance.
  • Input information from customer calls and onsite service visits into company's system.

Education

Associate of Science - Network And System Administration

DeVry University
Irving, TX
05.2008

Skills

  • CRM Software
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Scheduling and Coordinating
  • Data Entry and Maintenance
  • De-escalation Techniques
  • Documentation and Reporting
  • Work Planning and Prioritization
  • Upbeat and Positive Personality
  • Technical Proficiency
  • Goal Setting
  • 40 wpm Typing Speed
  • Understanding Customer Needs
  • Customer Service
  • Customer Retention Strategies
  • Problem Resolution
  • Complex Problem Solving
  • Order and Refund Processing
  • Efficient and Detail-Oriented
  • Transaction Processing
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Data Entry
  • Call Documentation
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • POS Systems and Ordering Platforms
  • Creative Problem Solving
  • Issue and Complaint Resolution
  • Upselling Products and Services

Timeline

Customer Care, Support Agent-Teri 1-Remote

Verizon Wireless
05.2022 - Current

CX Support Agent -Dallas, Texas. -Remote

Patagonia
09.2021 - 05.2022

Access Control Technician Commercial Security Inst

Advanced Connections Incorporated
11.2019 - 11.2020

Associate of Science - Network And System Administration

DeVry University

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