Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
References
Timeline
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Matthew Tipton

Omaha,Nebraska

Summary

Dynamic customer support professional with a proven track record at Lumen, excelling in technical troubleshooting and training. Adept in CSS and JavaScript, I foster team development while achieving high customer satisfaction. Recognized for resolving complex issues efficiently, I leverage strong communication skills to enhance user experiences and drive service excellence.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Quantum Fiber Success Ambassador

Lumen
Omaha, Nebraska
03.2021 - Current
  • Assisted customers in utilizing services effectively, addressing both technical and non-technical issues.
  • Resolved programming assignments for malfunctioning services, ensuring customer satisfaction.
  • Utilized various Lumen systems to troubleshoot consumer and business account discrepancies.
  • Collaborated with Outage Management team to report and identify potential outages.
  • Contributed to dispatch reduction initiatives by training agents on Dispatch Destroyer team.
  • Resolved issues for RGnets and Connected Voice consumers, ensuring prompt repairs.
  • Supported technicians with programming tasks and Quantum Fiber equipment troubleshooting.
  • Facilitated one-on-one sessions with agents to resolve account-related challenges.

Advanced Customer Support Agent

CenturyLink
Omaha, Nebraska
08.2014 - 03.2021
  • Provided exceptional customer service for voice, TV prism, and internet inquiries.
  • Supported colleagues in troubleshooting intricate service challenges for clients.
  • Conducted training sessions for agents on troubleshooting methodologies.
  • Acted as point of contact for complex issues with CenturyLink products.
  • Mentored peers within mentoring groups to foster professional growth.
  • Guided teams in skill development alongside advanced and front-line staff.
  • Executed test pilot program for CenturyLink’s new modems and automated systems.
  • Handled customer escalations, effectively de-escalating situations and resolving issues.

SSP and Limitation Specialist

PayPal
Omaha, Nebraska
02.2012 - 07.2014
  • Provided comprehensive telephone assistance to PayPal customers with unresolved complaints.
  • Explained policies and procedures per PayPal User Agreement terms.
  • Conducted investigations and research on potential fraud involving buyer or seller accounts.
  • Utilized specialized resources, including PayPal tools and customer information, to assess customer relationships.
  • Promoted best practices for buying and selling to prevent fraud and protect sensitive information.
  • Achieved recognition for ranking in top 95% of customer service within solutions department.

Appeals Agent

PayPal
Omaha, Nebraska
01.2012 - 07.2014
  • Executed fraud reviews of accounts to identify and mitigate risks.
  • Evaluated account risks and authorized appeals as appropriate.
  • Delivered customer resolution services for complex issues effectively.
  • Led Universal Agent pilot, earning Team of the Quarter recognition in 2013.

Technical Support Specialist

Verizon Wireless
Omaha, Nebraska
04.2010 - 10.2010
  • Delivered exceptional customer support for cell phones, accessories, and services.
  • Educated customers on Verizon products while contributing to software security enhancements.
  • Collaborated with technicians to strengthen network performance.
  • Facilitated transfer of service liability from Alltel to Verizon Wireless.
  • Achieved highest First Contact Resolution rating from April to October 2010.

Technical Support Specialist

Qwest Communications
Omaha, Nebraska
10.2007 - 06.2009
  • Delivered exceptional customer support and product recommendations to enhance user experience.
  • Resolved billing inquiries and technical issues efficiently to maintain customer satisfaction.
  • Facilitated service transfers to Qwest, ensuring seamless transitions for customers.
  • Executed troubleshooting for RCMAC and voice technical problems to restore service quickly.

Education

Bachelor of Science - Information Technology Security

Metropolitan Community College
Omaha, NE
01-2016

Skills

  • CSS expertise
  • HTML proficiency
  • JavaScript development
  • Bootstrap framework
  • jQuery library
  • Operating systems knowledge

Certification

Front-end Development Certificate, Interface Web School (2018)

Affiliations

  • Playing drums, percussion instruments
  • Playing basketball
  • Troubleshooting
  • New and emerging technology
  • Some video gaming

Accomplishments

I built a new web design for the Nebraska Black Caucus (NBC) In addition, I helped organize meetings and run NBC events.

I have helped with presidential campaign events and neighborhood canvassing and I assist with the Drive to Vote events during general and midterm elections.

References

  • Sandra Jones, President, Orion Healthcare (402-680-4096)
  • Derick Favarva, Engineer (480-662-9522)
  • George E Phetean, Operations Analyst II, Lumen (352-431-9363)
  • Kerri Sibert, Sr Analyst CE-Customer Advocacy 1, Lumen (402-320-3442)
  • Jeff Taylor, Service Assurance Technician, Lumen (208-440-3456)

Timeline

Quantum Fiber Success Ambassador

Lumen
03.2021 - Current

Advanced Customer Support Agent

CenturyLink
08.2014 - 03.2021

SSP and Limitation Specialist

PayPal
02.2012 - 07.2014

Appeals Agent

PayPal
01.2012 - 07.2014

Technical Support Specialist

Verizon Wireless
04.2010 - 10.2010

Technical Support Specialist

Qwest Communications
10.2007 - 06.2009

Bachelor of Science - Information Technology Security

Metropolitan Community College

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Matthew Tipton