Joshua Baldwin
Ahoskie,NC
Summary
Dynamic Customer Service Technician with Brightspeed, recognized for enhancing customer satisfaction through exceptional problem-solving and communication skills. Proven ability to increase first-call resolution rates by leveraging technical expertise in telecommunications equipment and a strong commitment to customer empathy. Adept at training new staff and improving internal processes for optimal service delivery.
Experienced with troubleshooting technical issues and delivering high-quality customer service. Utilizes effective communication and problem-solving techniques to resolve customer inquiries efficiently. Track record of maintaining customer satisfaction and building positive relationships.
Professional customer service expert with strong skills in technical troubleshooting, communication, and problem-solving. Proven ability to support team collaboration and adapt to changing environments, ensuring reliability and results. Skilled in resolving issues efficiently while maintaining high standards in customer satisfaction. Known for excellent interpersonal skills and proactive approach to meeting customer needs.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
14
14
years of professional experience
Work History
Customer Service Technician
Brightspeed
02.2012 - Current
- 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.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- 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.
- Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
- Collaborated with team members to improve overall customer service experience.
- Conducted training sessions for new hires, imparting valuable knowledge about company products and services.
- Collaborated with team members to improve internal processes, resulting in faster response times for customer inquiries.
- Increased first-call resolution rates by thoroughly understanding company policies, procedures, and products/services offered.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Installed/Maintained Copper and Fiber Plants Throughout the company.
- Helped With Transfer Switches to auxiliary power to offices during storms.
Education
Associate of Science - Electrical, Electronics And Communications Engineering
Pitt Community College
Winterville, NCSkills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Customer needs assessment
- Inventory management
- Customer empathy
- Equipment installation
- Service quality standards
- Software troubleshooting
- Emergency service management
- Troubleshooting and diagnosis
- Network systems
- Troubleshooting methods
- Teamwork
- Problem-solving
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Calm and professional under pressure
- Reliability
- Multitasking Abilities
- Excellent communication
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Decision-making
- Teamwork skills
- Relationship building
- Customer relations
- Self motivation
- Work prioritization
Timeline
Customer Service Technician
Brightspeed
02.2012 - Current
Associate of Science - Electrical, Electronics And Communications Engineering
Pitt Community College
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