Maria Rodriguez
Streamwood,IL
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Verizon Wireless
Rolling Meadows, IL
09.2007 - 10.2023
- Served as first point of contact for incoming technical service calls and emails.
- Resolved escalated customer service issues in a timely manner.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Documented all activities related to technical support including processes, updates, changes made.
- Provided technical assistance to customers through phone, email and chat support.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Participated in special projects as assigned by management team.
Supervisor
Verizon Wireless
Rolling Meadows, IL
02.2020 - 08.2021
- Directed and supervised team of 15 employees in daily operations.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coordinated employee schedules according to shift changes and availability.
- Reviewed completed work to verify consistency, quality and conformance.
- Responded to customer questions regarding products, prices and availability.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Maintained positive working relationship with fellow staff and management.
Education
High School Diploma -
Maine East High School
Park Ridge, IL06-1998
Skills
- Technical Support
- Customer Service
- Call Center Operations
- Technical Troubleshooting
- Complaint resolution
- Remote Support
- Windows XP/Vista
- Microsoft Outlook
- Account updating
Timeline
Supervisor
Verizon Wireless
02.2020 - 08.2021
Technical Support Representative
Verizon Wireless
09.2007 - 10.2023
High School Diploma -
Maine East High School