Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Nick Sanford

Tampa,FL

Summary

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

24
24
years of professional experience

Work History

Technical Support Specialist

Verizon Wireless
Tampa, FL
03.2015 - Current
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Documented and updated case notes for each customer and work order.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Monitored service orders to completion and closed service tickets.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Used remote login tools to assist clients with technical and product questions.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Developed and maintained strong relations with customers to meet quality expectations.

Customer Service Supervisor

Verizon Wireless
Tampa, FL
05.2008 - 03.2015
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Interviewed, hired and trained staff to meet company objectives.

Trainer

Verizon Wireless
Tampa, FL
01.2006 - 05.2008
  • Trained newly hired talent to fill key positions and maximize productivity.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Conducted training classes for employees on features and operation of products, client tools and processes.
  • Prepared hard copy training materials, module summaries, videos and presentations.
  • Created tests, exercises and role-plays for courses to verify competency.
  • Managed learning experience consistent with company philosophy and company-wide strategies.

Business Support Representative

Verizon Wireless
Tampa, FL
04.2003 - 01.2006
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
  • Recommended improvements to existing or proposed systems to enhance solution functionality.
  • Provided technical support for existing reports, dashboards or other tools.

Agent Support

Verizon Wireless
Tampa, FL
06.1999 - 04.2003
  • Communicated with sales agents to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Received inbound phone calls from sales agents to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Served as first point of contact for incoming technical service calls and emails.
  • Developed and maintained strong relations with sales team to meet quality expectations.
  • Demonstrated advanced product knowledge to solve issues.

Education

High School Diploma -

Sickles High School
Tampa, FL

Skills

  • Remote Technical Assistance
  • Troubleshooting and Diagnosing
  • Performance Evaluations
  • Decision Making
  • Verbal and Written Communication
  • Problem-Solving
  • Continuous Improvement
  • Quality Assurance
  • System Installation
  • Multitasking and Organization

Accomplishments

  • Awarded the Customer Excellence Award upon the completion of a project that created opportunities for more business.
  • Multiple technical awards for work performance.
  • Led team to achieve leading results, earning recognition from upper management and financial reward.
  • Received the coveted Employees First award and recognized by Director

Affiliations

  • Involved in community outreach programs.
  • Licensed with A Door of Hope foster agency on 6/2013 to mentor and provide a safe family for at risk youth and their parents.

Timeline

Technical Support Specialist

Verizon Wireless
03.2015 - Current

Customer Service Supervisor

Verizon Wireless
05.2008 - 03.2015

Trainer

Verizon Wireless
01.2006 - 05.2008

Business Support Representative

Verizon Wireless
04.2003 - 01.2006

Agent Support

Verizon Wireless
06.1999 - 04.2003

High School Diploma -

Sickles High School

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Nick Sanford