Dyrell Carr

Mail Carrier | United States Postal Service (USPS) | [Shreveport La] | 2013 – Present Job Description: Key Responsibilities: Key Achievements:

Dedicated Mail Carrier with [X] years of experience delivering mail and packages efficiently and accurately to residential and business addresses. Ensures timely mail distribution while providing exceptional customer service and adhering to USPS policies and safety regulations.

• Sort, organize, and deliver mail, packages, and certified letters along a designated route.
• Operate postal vehicles safely in all weather conditions, following USPS guidelines.
• Provide door-to-door customer service, answering questions about mail services, postage rates, and delivery times.
• Collect outgoing mail and ensure proper postage is applied.
• Deliver registered, certified, and express mail, obtaining signatures as required.
• Maintain accurate records of deliveries, undelivered mail, and forwarding requests.
• Identify and report hazards, suspicious packages, and address changes to postal supervisors.
• Adhere to strict security and confidentiality policies regarding customer mail and sensitive documents.
• Assist in training new carriers and support team efficiency during high mail volume periods, such as holidays.
• Consistently met or exceeded on-time delivery performance metrics.
• Recognized for excellent attendance and customer service, receiving positive feedback from supervisors and residents.
• Successfully managed high mail volumes during peak seasons with accuracy and efficiency.

Provided technical support and customer service for AT&T internet, phone, and TV services, assisting customers with troubleshooting, account management, and service setup. Ensured quick and effective resolutions to technical issues while delivering excellent customer satisfaction.

• Assisted customers with internet connectivity issues, modem/router troubleshooting, and network configurations.
• Provided technical support for AT&T U-verse, DSL, and VoIP services, resolving service disruptions and equipment malfunctions.
• Walked customers through email setup (Outlook, Yahoo, webmail), password resets, and security configurations.
• Diagnosed slow speeds, connection drops, and Wi-Fi issues, providing solutions for improved performance.
• Utilized remote access tools to troubleshoot technical issues efficiently.
• Processed service upgrades, troubleshooting requests, and billing inquiries.
• Escalated unresolved technical problems to Tier 2 and field technicians as needed.
• Maintained detailed call logs and documentation in the CRM system for tracking and reporting.
• Educated customers on self-service troubleshooting steps to reduce future service calls.

• Maintained a high first-call resolution rate, reducing customer callbacks and improving service efficiency.
• Recognized for excellent customer service and technical expertise, receiving positive feedback from customers.
• Assisted in streamlining knowledge base documentation, improving troubleshooting efficiency for the support team.

Help Desk Support | BellSouth Internet |Shreveport La | 2005 – 2012
Job Description: Key Responsibilities: Key Achievements:

Provided technical support and customer service for BellSouth Internet users, troubleshooting DSL, dial-up, and broadband connectivity issues. Assisted customers with email configuration, modem/router setup, and network troubleshooting to ensure optimal service performance.

• Resolved high-volume inbound support calls and emails, troubleshooting internet connectivity, modem/router issues, and email account problems.
• Assisted customers in setting up and configuring BellSouth DSL and dial-up connections on Windows and macOS.
• Provided step-by-step guidance for email setup (Outlook, Thunderbird, webmail), password resets, and security settings.
• Diagnosed and resolved network issues, including slow speeds, connection drops, and firewall conflicts.
• Educated customers on basic networking concepts, such as IP configuration, DNS settings, and wireless security.
• Used remote access tools to troubleshoot and resolve technical issues efficiently.
• Escalated unresolved issues to Tier 2/Tier 3 support or field technicians when necessary.
• Maintained detailed logs of customer interactions in the ticketing system to track issues and solutions.
• Provided support during BellSouth's transition to AT&T Internet Services, ensuring a smooth migration for customers.
• Consistently maintained a 90%+ first-call resolution rate, reducing customer wait times.
• Recognized for outstanding customer service, receiving multiple positive feedback ratings.
• Assisted in creating a knowledge base that improved troubleshooting efficiency for the help desk team.