Christopher McVay
Arlington,TX
Summary
Skilled in resolving complex issues and enhancing customer satisfaction. Demonstrated ability to effectively investigate and communicate solutions with a proven track record in diagnosing and resolving customer related issues while ensuring customer satisfaction. Known for strong team collaboration and adaptability. Effective in using problem-solving skills and technical expertise to meet customer needs.
Overview
14
14
years of professional experience
Work History
Technical Customer Support Specialist
AT&T Mobility
11.2017 - Current
- Responsible for multiple accounts and worked in several systems to resolve various service, billing, and technical issues while maintaining customer records
- Performed basic troubleshooting and provided Tier 3 support to resolve various customer-impacting issues that ranged from issues with multiple networks such as Internet, voice, and data services
- Maintained a high performing queue while working in a fast-paced, contact environment that handled a high volume of calls, chats, emails, and other types of customer interactions
Emergency Dispatcher/ Customer Service
ADT Security
01.2015 - 09.2017
- Responsible for leveraging exceptional de-escalation skills on difficult escalated calls while focusing on identifying concerns and resolving concerns
- Handled incoming alarm calls while placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
- Provided alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm callbacks
- Assisted with the trainings for VDI systems and other required courses
Warehouse Associate
Sherwin Williams Paint Distribution Center
01.2013 - 01.2015
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Performed inventory control, such as counting, and stocking merchandise.
- Assisted with transportation operations and logistics to ensure customers received their desire product within a reasonable tome
Sports Coordinator
YMCA
05.2013 - 01.2015
- Assisted the Program Director in the supervision of the Aquatics and Sports departments
- Responsible for creating work schedules for all staff and swim instructors
- Created flyers, rosters, project timelines, and communicating changes in program offerings to members and staff
- Became certified in PR/CPR, AED, O2, and First Aid
- Responsible for promoting safety by assuring equipment was inspected properly and prepared the facility for needed maintenance
Customer Interaction Representative (Management Intern Program)
Dental Depot
02.2011 - 05.2012
- Managed front office, including greeting visitors while responding to telephone and in-person inquiries
- Trained new employees on company policies as well as dental insurance policies
- Served as a central point of contact for all outside patients needing emergency appointments
- Posted payroll at the end of each pay period
Education
Bachelor's Degree - General Business
Hillsdale Freewill Baptist College
05.2014
Skills
- Ticketing system experience
- Empathy and patience
- Remote support
- Software installation
- Transportation
- Investigating and problem solving
- Customer Service Knowledge
- cross-training
Personal Information
Authorized To Work: US
Timeline
Technical Customer Support Specialist
AT&T Mobility
11.2017 - Current
Emergency Dispatcher/ Customer Service
ADT Security
01.2015 - 09.2017
Sports Coordinator
YMCA
05.2013 - 01.2015
Warehouse Associate
Sherwin Williams Paint Distribution Center
01.2013 - 01.2015
Customer Interaction Representative (Management Intern Program)
Dental Depot
02.2011 - 05.2012
Bachelor's Degree - General Business
Hillsdale Freewill Baptist College
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