Summary
Overview
Work History
Education
Skills
Timeline
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Jeffery Nixon

Summary

Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.

Overview

10
10
years of professional experience

Work History

Team of Experts Senior Technical Expert

T-Mobile
09.2022 - Current
  • Resolved customer complaints and addressed emergency requests and needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Used ticketing systems to manage and process support actions and requests.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Bluetooth.
  • Educated customers on company systems, form completion and access to services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Translated complex technical issues into digestible language for non-technical users.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Representatives on this team have received extensive training in all scopes including billing, retention, payment arrangements, retail support, and technical care. This department is considered the last stop. We handle all types of issues and accept every kind of call.

Team of Experts Account Expert

T-Mobile
10.2017 - 09.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Initiated termination of customer contract upon request.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.


Technical Support Specialist

T-Mobile
08.2012 - 10.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Recorded and maintained relevant notes for each client and work order.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Activated accounts for clients interested in new services.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Fielded average of 30 inbound phone calls per day to deliver support and remotely resolve service issues.

Education

Bachelor of Arts - Project Management

University of Arizona
Tucson, AZ
09.2022

Skills

  • Technical Support and Assistance
  • POS Systems and Ordering Platforms
  • Customer Data Confidentiality
  • Account Management
  • Verbal and Written Communication
  • Inbound Phone Call Management
  • Problem-Solving Skills
  • Database Research
  • Resolving Issues

Timeline

Team of Experts Senior Technical Expert

T-Mobile
09.2022 - Current

Team of Experts Account Expert

T-Mobile
10.2017 - 09.2022

Technical Support Specialist

T-Mobile
08.2012 - 10.2017

Bachelor of Arts - Project Management

University of Arizona

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Jeffery Nixon