JILLENA PERRY
Copperas Cove,USA
Summary
Customer-focused Technical Support Representative brings strong critical thinking and troubleshooting skills to resolve issues and identify root causes. Utilizes complex data interpretation to drive project success. Strong record of success in resolving customer concerns with the first call. Leverages phone, email and other technologies to offer remote support to end-users.
Overview
11
11
years of professional experience
Work History
Technical Support
Spectrum Mobile
03.2023 - 08.2024
- Executed full technical support to mobile customers with Verizon cell service connectivity throughout the US
- Educated customers on enhancements with new devices, and troubleshooting all mobile device support
- Collaborated with other service providers to ensure positive transfer of mobile numbers, resolved port out issues for a positive experience for customers
- Audited calls, assisted with creating documentation reports regarding process of call and compliance results
- Implemented superior service with accurate and current information using all Copilot knowledge bank resources, Syniverse, Agent OS, Sm360, NBO Portal, and WebX tools
- Maintained First Call Resolution 81%, Sentiment (SAM) 93%, Transfer 91%, Calls handled 285 monthly, USA demographic
- Received Q1 Quarterly Excellence Award, Keys to success- Bronze award Q1, Silver award Q2 and 2024 recognized by upper management for maintaining top 10% of performers
Financial Representative
GC Services
08.2022 - 11.2023
- Efficiently communicated and managed over 30 customers daily on lease end options and process
- Answered all basic inquiries from customers related to the lease end process and regarding trade in, buyout, balloon refinance and de-mortgage
- Facilitated customers with early termination process applied waived penalties for qualified customers and followed up with all payment and document handling
- Worked closely with account holders to determine goals and recommended appropriate services to maintain long-term relationships
- Corresponded with management to discuss market fluctuations, current issues, and training requirements on new systems
- Assisted Management with discrepancies with in the system to assure accurate financial accounts
Customer Service Specialist
TTEC Services Consulting Inc
11.2021 - 07.2022
- Supported military families banking with USAA to resolve fraudulent charges, review bank statements, create proof of income letters, and replace debit and credit cards
- Assisted members with complaint resolution in accordance with all policies, procedures, and Bank regulatory requirements
- Maintained FCR 85% while improved AHT 79%
- Applied de-escalation skills to connect with members; achieved high satisfaction rating through proactive one-call resolution
Business Wireless Technical Support (contractor)
Infinity Integration & Tower Support
11.2013 - 07.2022
- Commissioned equipment using tools 9400 eNode network Element Manager, Ethernet to eNode B, IP addresses, script and worked with Switch to integrate new build sites
- Verified all sectors are transmitting without alarms, RSRP of 80 or lower and speed tests were running on same levels
- Troubleshoot all issues or requests and advise AT&T of all call test results to confirm all calls have passed; create TVW reports for all sites completed
- Completed signal communications testing for AT&T Integration HEX antennas; tested all RRH for signal strength indoor and around perimeter
- Outperformed by targeting 150 Cell site Closeout packages with submittals, new builds, site sweeps, pictures and labeling in a 2hr frame
PSE Mail Processing Clerk
United States Postal Service
09.2018 - 07.2020
- Sorted an excess of 20 pallets of mail within a 4-hour period for three zones
- Investigate and resolve missing packages and letters using communicated delivery statuses to internal customers increasing customer satisfaction
- Used Microsoft Word, and Excel to create a tracking system to track and advise customers of the location of personal mail
- Resolved Warehouse system issues during outages
Education
Universal Mobile Telecommunications Systems -
Ericsson
Dallas, TX11.2024
Skills
- Cloud Computing
- Customer Support
- Patch Management
- Data Backup and Recovery
- Problem Resolution
- Goals And Performance
- Customer Interactions
- Excellent Customer Service
- Excel
- Email Management
- Working Independently
- Verbal And Written Communication
Timeline
Technical Support
Spectrum Mobile
03.2023 - 08.2024
Financial Representative
GC Services
08.2022 - 11.2023
Customer Service Specialist
TTEC Services Consulting Inc
11.2021 - 07.2022
PSE Mail Processing Clerk
United States Postal Service
09.2018 - 07.2020
Business Wireless Technical Support (contractor)
Infinity Integration & Tower Support
11.2013 - 07.2022
Universal Mobile Telecommunications Systems -
Ericsson
Similar Profiles
KENNETH LAUERKENNETH LAUER
Customer Service Representative at Spectrum MobileCustomer Service Representative at Spectrum Mobile
ESTEBAN ARGUEDASESTEBAN ARGUEDAS
Account Management/Billing Representative at Spectrum MobileAccount Management/Billing Representative at Spectrum Mobile
Steven TrueSteven True
Activation and Repair Representative at Spectrum MobileActivation and Repair Representative at Spectrum Mobile
Mark BranchMark Branch
Electronic Mechanic at Directorate of Public WorksElectronic Mechanic at Directorate of Public Works
Jess WilliamsonJess Williamson
NA at NANA at NA