Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOSEPH E DOLCE

Chattanooga,TN

Summary

Solution-oriented Technical Customer Service Representative known for high productivity and efficient task completion. Specialize in technical support, customer relationship management, and problem-solving strategies. Excel in communication, empathy, and adaptability, ensuring exceptional service delivery to customers with diverse needs. Utilize active listening and critical thinking skills to understand and resolve complex issues promptly.

Overview

32
32
years of professional experience

Work History

Technical Customer Service Representative

VERIZON COMMUNICATIONS, INC.
Remote
07.1996 - 09.2023
  • Technology: Resolved a wide array of issues with hardware and software issues with wireless devices by utilizing knowledge bases, resources, Google, and manufacturer websites while keeping up-to-date on technology developments.
  • Customer Experience: Consistently met Key Performance Metrics and Deliverables, Year over Year, through Net Promoter Score, After-call surveys, and observations by resolving thousands of phone calls, emails, and messages throughout my tenure.
  • Training: Subject Matter Expert in billing, plans, products, features, and services - Trained and Developed Representatives.
  • Loss Prevention: Identify equipment orders, phone, and eSIM activations that are fraudulent. Protect accounts through strict verification protocols.
  • Sales: Achieved upselling targets, including upgrading and adding devices, plans, products, and services.
  • Management/Leadership: Promoted to Lead Customer Service Representative to coach, train, and develop teams of 15 Representatives. Supervisor to lead teams in meeting Key Performance Metrics.

Technical Support Coordinator

REUTERS AMERICA, INC. | IBM CORP.
Los Angeles, CA
01.1992 - 11.1995
  • Management of trouble tickets coming into Level II Technical Support for Quotron Systems (a subsidiary of Citicorp, Inc.). IBM Global Services led support on both coasts of the USA with Level I being in Uniondale, NY, and Level II in Los Angeles, CA. Reuters bought Quotron in 1994. Achievements include developing a new ticketing system, providing support to internal and external technicians, installation support, scheduling software patches, dialing into computers to reboot them, and providing updates on escalated tickets.

Education

Business Administration

SUNY Farmingdale
Farmingdale, NY

Skills

Verbal and Written Communications Customer Service Technical Support Management Training

Leadership Sales Time & Scheduling Artificial Intelligence Project Management Organization Self-Starter 100% Remote Support Problem Solving Data Entry Analytical Thinking Creativity

Windows, Android, iOS Google Calendar, Docs, Drive, Hangouts, Meets, Sheets and Workspace CRM Chrome, Edge, Firefox WiFi VoIP Gmail, Outlook Slack, WebEx, Zoom Word and Excel

Timeline

Technical Customer Service Representative

VERIZON COMMUNICATIONS, INC.
07.1996 - 09.2023

Technical Support Coordinator

REUTERS AMERICA, INC. | IBM CORP.
01.1992 - 11.1995

Business Administration

SUNY Farmingdale

Similar Profiles

CREATE PROFILE
JOSEPH E DOLCE