Julius S. Rowell
Atlanta,GA
Summary
Seasoned Technical Support Supervisor with a proven track record at AT&T, enhancing customer satisfaction through expert network troubleshooting and exceptional service desk management. Skilled in MS Office and Windows 10, I excel in transforming customer challenges into opportunities, significantly improving team performance and efficiency. Demonstrates unparalleled customer service expertise and technical acumen.
Overview
20
20
years of professional experience
Work History
Technical Support Supervisor
AT&T
Atlanta, GA
11.2020 - Current
- Provide technical support on various systems inside an AT&T database to analytical and troubleshoot customer issues with their hardware and software of their devices
- Assist customers inside their bill of the information of their account
- Utilize excellent communication skills, professionalism and a desire to close the deal on sales
- Handle customer service calls ranging from billing and payments to plan changes and upgrades
- Offer solutions and resolve issues, aim to transition each call to a sales opportunity; work to meet daily and monthly sales goals
- Use a consultative approach to customers’ needs and deliver personalized recommendations for AT&T products and services
- Ensure team compliance with process & technical training requirements
- Model responsiveness & integrity in all customer communications
- Directly manage customer escalations to successful conclusion
- Provide concise status reports on a regular basis
Inventory & Sales Supervisor
Macy’s, Inc.
Atlanta, GA
10.2012 - 03.2020
- Recommended and helped locate and obtain merchandise based on customer needs and desires
- Led and managed a successful high performing team that provided recovery services to create a clean and enjoyable environment with appropriate product availability for multiple departments
- Organized displays, maintained store appearance, and performed closing procedures
- Trained new employees
Supervisor
Lanier Parking Systems
Atlanta, GA
11.2004 - 10.2012
- Illustrated quality customer service per company standards by greeting customers upon entry into the facility, resolving customer complaints, & answering customer inquiries (questions pertaining to pricing, time, & space availability)
- Processed & issued refunds, discounts, & made price changes per self-discretion (situational) or management approval
- Accurately processed financial transactions which included: POS (Point Of Sale) & cash flow preparation for daily bank deposits
- Coordinated incoming & outgoing facility traffic flow
- Trained new employees
- Accurately entered large volumes of data into custom company databases
- Performed heavy, filing, faxing, & file scanning duties
Education
Electronics/Computer Tech
DeKalb Technical Institute
Clarkston, GeorgiaElectronics/Computer Tech
DeVry University
Decatur, GeorgiaSkills
- Customer support management
- Service desk management
- Network troubleshooting
- Network diagnostics
- MS office proficiency
- Customer service expert
- Windows 10
- Systems analysis
- Customer service
- Data entry
- Issue escalation
- Technical support
- Software diagnostics
- Desktop support
- Service support
- Technical troubleshooting
- Issue troubleshooting
Timeline
Technical Support Supervisor
AT&T
11.2020 - Current
Inventory & Sales Supervisor
Macy’s, Inc.
10.2012 - 03.2020
Supervisor
Lanier Parking Systems
11.2004 - 10.2012
Electronics/Computer Tech
DeKalb Technical Institute
Electronics/Computer Tech
DeVry University