JOSEPH GENTRY
Colorado Springs,CO
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Voice Termination Tech 1
LUMEN
09.2021 - 04.2023
- Voice Tech I (Voice Termination), Maintain company proprietary information is safeguarded always while communicating with competitive entities
- Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met
- Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept
- Manage client call traffic, using multiple call routes to ensure proper completion
Owner/Operator
SCHOOL SUPPLIES & MORE, LLC
10.2019 - 09.2021
- Voice Tech I (Voice, Attempted to open own business to provide school supplies and school uniforms for over 23 different charter schools around Colorado Springs
- Due to COVID-19 school restrictions, the business did not succeed.
Voice Termination Technician
CENTURYLINK
10.2017 - 10.2019
- CenturyLink merger
- Voice Tech I, Maintain company proprietary information is safeguarded always while communicating with competitive entities
- Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met
- Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept
- Manage client call traffic, using multiple call routes to ensure proper completion
Aerospace Medical Technician
US AIR FORCE RESERVES
04.2011 - 01.2019
- Maintain patient medical documentation ensuring they are deployment ready
- Managed multiple subordinates' training and responsibilities, certifying they were capable of completing their assigned duties
- Conduct various medical procedures for patients, dependent upon patient care needs
LEVEL 3 COMMUNICATION
01.2016 - 10.2017
- Maintain company proprietary information is safeguarded always while communicating with competitive entities
- Ensure international call traffic completes properly while routing calls using the proposed price point, ensuring positive profit margins met
- Responsible for the first line of contact with customer-reported issues, resolve reported call failures in a minimal time while ensuring customer satisfaction kept
- Manage client call traffic, using multiple call routes to ensure proper completion
Entry Control Monitor
DELTA COMMUNICATIONS/INFINITY SYSTEMS ENGINEERING
10.2012 - 01.2015
- Maintain building security for the high-value military facility on Peterson AFB
- Responsible for safeguarding multi-million-dollar equipment
- Provided constant physical security for high-value personnel and multi-entity functions
Computer Systems Operator
US AIR FORCE
02.2000 - 04.2011
- Multiple locations (worldwide), Managed base-wide computer accounts for all military members for various bases throughout their career
- Managed multiple subordinates' training and responsibilities, certifying they are capable of completing their assigned duties
- Maintained various network equipment, dependent upon specific base requirements
Education
Associates Degree - General Education
PIKES PEAK COMMUNITY COLLEGE
Associates Degree - Allied Health
COMMUNITY COLLEGE OF THE AIR FORCE
Associates Degree - Information Technologies
COMMUNITY COLLEGE OF THE AIR FORCE
Skills
- First-Tier Technical Support
- Call Center Processes
- Understanding Customer Needs
- Customer Data Confidentiality
- Cultural Awareness
- Personnel Management
- Customer Retention Strategies
- Documenting Calls
- Customer Service and Assistance
- Administrative and Office Support
- Microsoft Office
- Customer Relationship Management
Timeline
Voice Termination Tech 1
LUMEN
09.2021 - 04.2023
Owner/Operator
SCHOOL SUPPLIES & MORE, LLC
10.2019 - 09.2021
Voice Termination Technician
CENTURYLINK
10.2017 - 10.2019
LEVEL 3 COMMUNICATION
01.2016 - 10.2017
Entry Control Monitor
DELTA COMMUNICATIONS/INFINITY SYSTEMS ENGINEERING
10.2012 - 01.2015
Aerospace Medical Technician
US AIR FORCE RESERVES
04.2011 - 01.2019
Computer Systems Operator
US AIR FORCE
02.2000 - 04.2011
Associates Degree - General Education
PIKES PEAK COMMUNITY COLLEGE
Associates Degree - Allied Health
COMMUNITY COLLEGE OF THE AIR FORCE
Associates Degree - Information Technologies
COMMUNITY COLLEGE OF THE AIR FORCE
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