Jace Berg
Communications And Mobile Services
Chicago,IL
Summary
Knowledgeable and dedicated customer service/technical support professional with extensive experience in communications and mobile industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction in sales and technical services to provide company success. Articulate and energetic with deep passion for developing relationships with team members and clients. Proficient at handling difficult situations through resourcefulness and adaptability.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Mobile Advisor
Best Buy
Merrillville, IN
03.2022 - Current
- Mobile Advisor for T-Mobile, AT&T, Verizon and various contract and prepaid wireless options.
- Specializing in carrier plan and phone activations, basic and intermediate troubleshooting of mobile devices, setting up and transferring data for new devices.
- Actively engaging customers to give knowledgeable recommendations to fit customers needs and lifestyles; informing them of current carrier and store promotions.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Increased sales by offering advice on purchases and promoting additional products.
- Proper procedure of register sales, opening and closing operations
Mobile Representative (Expert Tier)
T-Mobile
Colorado Springs, United States
03.2016 - 06.2021
- Call center representative for inbound T-Mobile sales, billing, and technical services.
- Educated customers on current promotions, upgrades or new offerings available under current plan and or plan changes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Merchant Services Representative
Elavon
Englewood, CO
01.2014 - 03.2016
- Merchant payment processing representative answering customer inbound banking, technical and sales questions.
- Assessed client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Providing customers with account information; resolving billing disputes; correcting payment errors and researching customer problems that could not be resolved during initial contact.
- Maintaining proper account security, reviewing card, check or other transactions; acting on lost or stolen cards/checks and reviewing billing discrepancies.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
Signal Support Systems Specialist
US Army
Colorado Springs, CO
01.2009 - 12.2013
- US Army signal support specialist installing and maintained terminal devices; working on equipment that needs to consistently work in order for commanders to stay informed, track, and direct movement of their troops.
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Tracked and detected network service disruptions using computer systems, scopes and meters.
- Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
- Used information in technical diagrams, schematics and manuals to understand operations and make successful repairs.
- Performed field level unit maintenance on authorized C&E systems and COMSEC devices and prepared maintenance and supply requests for field level support.
- Supported troops completing air missions in training exercises and real-world engagements.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Upheld Army dress and appearance as well as physical regulations for professional appearance.
- Successfully completed all basic, advanced, and technical required trainings.
Education
Bachelor of Arts - History
Valparaiso University
Valparaiso, IN 08.2021 - Current
Skills
- Problem-Solving
Timeline
Mobile Advisor
Best Buy
03.2022 - Current
Bachelor of Arts - History
Valparaiso University
08.2021 - Current
Mobile Representative (Expert Tier)
T-Mobile
03.2016 - 06.2021
Merchant Services Representative
Elavon
01.2014 - 03.2016
Signal Support Systems Specialist
US Army
01.2009 - 12.2013