Summary
Overview
Work History
Education
Skills
OBJECTIVE
TECHNOLOGY
Timeline
Generic

JOSEPH "JOE" DOLCE

Chattanooga,TN

Summary

Independent Contributor with multiple years of knowledge and experience utilizing skills and resources to provide customer service and technical support in various industries.

Overview

32
32
years of professional experience

Work History

Travel Coordinator/Agent/Owner

Joe Dolce Travel
02.2024 - Current
  • All facets of managing a travel company including researching the best options for clients to ensure satisfaction. Follow popular industry trends, maintain connections to resources, market and grow the business via social media marketing. Compile and coordinate itineraries, and book travel.

Technical Customer Service Representative

Verizon Wireless
07.1996 - 09.2023
  • Remote | 2020-2023: Transitioned from the voice to digital channel providing customer service and technical support. In 2021, promoted to technical support in the voice channel to resolve concerns and issues with mobile devices.
  • Tampa, FL | 1999-2020: As a Customer Service Representative, my responsibilities in a fast moving call center environment expanded to the nationwide customer base. During these years (1999-2003), I was promoted to Lead Customer Service Representative and Acting Supervisor to support a team of fifteen representatives providing guidance, training and coaching.
  • Irvine, CA | 1996-1999: As a Senior Customer Service Representative in our Premier Customer Service Department, I provided customer service and technical support to the California customer base. Responsibilities included answering a high volume of phone calls and escalations. Explained bills, products and services, and processed equipment orders and exchanges.

Technical Support Specialist

Reuters America
01.1995 - 11.1995
  • Resolved inquiries, concerns, and problems with installations. Submitted requisitions for equipment, coordinated equipment deliveries, scheduled and monitored new computer installations. Identified and escalated issues impeding installation and resolution.
  • Compiled and wrote procedures needed to successfully complete an installation.

Technical Support Coordinator

IBM
01.1992 - 01.1995
  • Assigned and monitored computer trouble tickets from customers and external technicians to a team of in-house service technicians. Monitored, escalated, and communicated status and concerns detrimental to achieving resolution. Compiled, wrote, and submitted reports on productivity.
  • Envisioned, developed, and successfully implemented a new trouble ticket process to increase trouble ticket efficiency, resolution, and satisfaction.

Education

Business Administration

SUNY Farmingdale
Farmingdale, NY

Skills

  • Emotional Intelligence
  • Technical Support
  • Team Player with Cultural Literacy
  • Customer Support
  • Remote Support
  • Troubleshooting
  • Customer Empathy
  • Customer Education
  • Teamwork and Collaboration
  • Problem-Solving

OBJECTIVE

To obtain a challenging and rewarding position, working 100% remotely,  utilizing my knowledge, skills, and experience.

TECHNOLOGY

Digital Communication Tools:  WebEx, Zoom, Blue Jeans, Messenger, Discord.

Social Media Tools:  Facebook, Instagram, Pinterest, X. Atmosfy, TikTok, YouTube.

Operating Systems:  Windows, Android, iOS.

Search Engines: Google/Chrome, Edge/Explorer, Mozilla Firefox, Bing.

Artificial Intelligence:  ChatGPT, Open AI.

Productivity Tools:  Gmail, Outlook, Yahoo, AOL, Google Contacts, Calendar, and Meet.


Timeline

Travel Coordinator/Agent/Owner

Joe Dolce Travel
02.2024 - Current

Technical Customer Service Representative

Verizon Wireless
07.1996 - 09.2023

Technical Support Specialist

Reuters America
01.1995 - 11.1995

Technical Support Coordinator

IBM
01.1992 - 01.1995

Business Administration

SUNY Farmingdale

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