Jim Bergin
Cape Coral,FL
Summary
Dynamic Customer Service Technician with Lumen, adept at diagnosing service issues and enhancing user experience through effective communication and problem-solving. Skilled in telecommunications equipment and hardware troubleshooting, consistently exceeding performance metrics and delivering exceptional service. Passionate about training and collaboration, ensuring team success and customer satisfaction.
Overview
2026
2026
years of professional experience
Work History
Customer Service Technician
Lumen
Cape Coral, FL
2012 - Current
- Diagnosed service issues and guided customers through troubleshooting steps.
- Collaborated with cross-functional teams to resolve troubles.
- Educated customers on product features and services to enhance user experience.
- Assisted in training new team members on customer service protocols and tools.
- 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.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
Education
Bachelor of Science -
Emory & Henry
Emory, VaSkills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
Timeline
Customer Service Technician
Lumen
2012 - Current
Bachelor of Science -
Emory & Henry