Don Charlemagne
Fayetteville,AR
Summary
Experienced Technical Support Specialist with a robust background in customer service, seeking to leverage extensive skills in technology troubleshooting, software installation, and client engagement in a challenging IT role. Proven ability to lead and mentor teams, with managerial experience at Best Buy and a strong sales background at AT&T and Verizon. Currently pursuing an A+ and Salesforce Administrator certifications to further enhance technical knowledge and capabilities. Known for exceptional problem-solving skills and a commitment to delivering high-quality customer experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support/Sales
Comcast, Xfinity
Remote
01.2024 - Current
- Tier I Technical Support for cable equipment, fiber modems, home security systems, and cellular devices.
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Identified and resolved issues using software and hardware
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Guided calls using excellent communication skills and decisive approach
- Act on any possibilities to improve revenue.
Geek Squad Manager
Best Buy
North Little Rock, AR
11.2022 - 11.2023
- Manages the day-to-day operations of the precinct, including scheduling, merchandising standards, expense management, inventory integrity, security, and protection of Client assets
- Provides work direction, training, and development for a team of diverse agents
- Educated customers on simple methods to solve common software and hardware issues
- Kept the team on task, tracking schedules, monitoring deliverables, and troubleshooting technical problems
- Installed, modified, and repaired computer software, Hardware, and Mobile Devices
Retail Sales Consultant
AT&T
Daytona Beach, FL
01.2021 - 04.2022
- Guides customers using discovery questions to products that best fit their needs
- Mentor for multiple new hires on how to greet and communicate with customers
- Work with team members to increase individual performance and obtain goals
- Excelled in helping retail locations exceed commissions multiple times by creating a positive and competitive work environment
Solution Specialist
Verizon
Whitehall, PA
01.2018 - 12.2020
- Guides customers using discovery questions to products that best fit their needs
- Mentor for multiple new hires on how to greet and communicate with customers
- Work with team members to increase individual performance and obtain goals
- Excelled in helping retail location exceed commissions multiple times by creating a positive and competitive work environment
Store Manager
MetroPCS
South Daytona, FL
01.2017 - 12.2018
- Assisted in integrated sales strategy sessions to improve store goals
- Executed on sales quotas and succeeded to exceed them daily
- Interviewed, hired, and mentored new staff to be successful
Education
High School Diploma - undefined
Norwich Technical High School
Norwich, CT06.2009
Skills
- User Management
- MS Office
- Data Management
- Security Management
- Data Entry
- Customer Service
- Tech Savvy
- Problem-Solving
- Salesforce CRM
Certification
- Certified Salesforce Administrator (In Progress)
- Google IT Support
- CompTIA A+ (In Progress)
LANGUAGE
English
Native
Timeline
Technical Support/Sales
Comcast, Xfinity
01.2024 - Current
Geek Squad Manager
Best Buy
11.2022 - 11.2023
Retail Sales Consultant
AT&T
01.2021 - 04.2022
Solution Specialist
Verizon
01.2018 - 12.2020
Store Manager
MetroPCS
01.2017 - 12.2018
High School Diploma - undefined
Norwich Technical High School