Kevin Ammons
CAVE SPRING,GA
Summary
Encouraging team member and analytical problem-solver [17+ years] with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Looking to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Perceptive Specialist with established troubleshooting skills. Bringing over 17 years of professional experience in help desk and technical support services, and Fraud. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successful supervising 100 employees and providing individualized training and motivation to each team member.
Overview
17
17
years of professional experience
Work History
Help Desk Analyst
AT&T
04.2005 - 08.2022
- Only have been employed thru AT&T
- Communicated with clients and collected information to research cases and prepare settlement offers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Onboarded new employees with training and new hire documentation.
- Logged support tickets and closed when issues were resolved.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved technical issues by troubleshooting.
- Used ticketing systems to manage and process support actions and requests.
- Provided customer support and technical support to over 75 customers daily.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Checked and verified photo identification prior to granting facility access.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Tracked and recorded open and closed orders and change requests to prevent errors, keeping all team members aligned with current demands.
- Offered technical support and troubleshot issues to enhance office productivity.
- Completed multiple tasks simultaneously to optimize project completion.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Provided on-call/email/chatsupport for critical issues related to customer escalations to management.
Education
17 Years of Customer Service Experience
Mass Communication
University of West Georgia
Carrollton, GAAssociates Of Science - Communications
Southern Union State Community College
Wadley, AL05.2005
Skills
- Teamwork and Collaboration
- Building Trust and Relationships
- Team Leadership Strengths
- Strategic Planning
- Efficient Researcher
- Reminder Calls
- Critical Thinking
- Greeting Visitors
- Customer Inquiries
- Office Procedures
- Microsoft Word
- Active Listening
- Calm and Professional Under Pressure
- Good Communication Skills
- Microsoft Office
- Customer Service
- Team-Building Exercises
- Understanding Customer Needs
- Excellent Written and Oral Communication
- Telephone Etiquette
- Livechat Messaging
- Valid Driver's License
- Reading Comprehension
- Customer Relations
- Customer Order Management
- Corrective Actions
- Microsoft SharePoint
- Excellent Interpersonal Skills
- Client Retention
- Quality Assurance Evaluation
- Customer Experience
- Customer Care
- Problem Resolution
- Fraud Investigations
- Setting Up Profiles
- Customer Communication and Empathy
Timeline
Help Desk Analyst
AT&T
04.2005 - 08.2022
17 Years of Customer Service Experience
Mass Communication
University of West Georgia
Associates Of Science - Communications
Southern Union State Community College
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