James Carr
Los Fresnos,TX
Summary
Dynamic Customer Service Technician with AT&T, renowned for enhancing client satisfaction through exceptional problem-solving and communication skills. Proven track record in troubleshooting network systems and delivering personalized support, resulting in increased first-call resolution rates. Committed to continuous improvement and collaboration, ensuring efficient service and strong customer loyalty.
Overview
24
24
years of professional experience
Work History
Customer Service Technician
AT&T
06.2001 - Current
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Improved customer satisfaction by addressing and resolving technical issues in a timely manner.
- Streamlined troubleshooting processes for increased efficiency and reduced service times.
- Acted as a liaison between customers and other departments within the organization to ensure effective resolution of complex issues.
- Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
- Collaborated with team members to improve overall customer service experience.
- Increased first-call resolution rates by thoroughly understanding company policies, procedures, and products/services offered.
- Enhanced client satisfaction by offering alternative solutions when unable to resolve their issue immediately.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Education
General Studies -
TCJC
Fort Worth, TXSkills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Service calls
- Customer empathy
- Customer needs assessment
- Equipment installation
- Service quality standards
- Network systems
- Software troubleshooting
- Troubleshooting methods
- Troubleshooting and diagnosis
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Calm under pressure
- Active listening
- Effective communication
Timeline
Customer Service Technician
AT&T
06.2001 - Current
General Studies -
TCJC
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