ROBIN WHITWORTH
Technical Support Representative
Gilbertown,Al
Summary
Detail-oriented technical support representative with extensive experience in telecommunications, management, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Representative
Continuum Global Solutions
06.2022 - Current
- Support tier II, Produce technical support for wireless customers for products and services, including technical troubleshooting using TRG, MTAS, and Delphi Diagnostic tools
- Lead individuals through basic troubleshooting tasks and run diagnostics to find resolution to customers issues
- Use Delphi software to Identify networking issues, provision MTAS if needed, and install software updates on problem devices if needed.
- Managed high levels of call flow and responded to technical support needs.
- resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
General Manager
Fast Layne Automotive
04.2019 - 05.2022
- Led day-to-day operations, coordinated employee reviews and trainings, created employee schedules, and conducted weekly sessions for professional growth
- Trained and guided team members to maintain high productivity and performance metrics and designed weekly operational performance and productivity reports.
- Managed budget implementations, employee evaluations, and contract details.
General Manager
Beach House Grill
01.2013 - 02.2019
- Completed administrative duties including scheduling staff and staff meetings, devised marketing strategy to attract new customers leading to increase in sales by 20%
- Established standards for personnel performance and took measures to improve customer relationships, Improved customer service rating by 50%
Outside Sales Representative
Yarbrough Rigging Services
01.2009 - 01.2013
- Developed list of potential customers and devised a marketing strategy to boost sales, recommended products, and advanced monthly sales by 45%
- Contacted potential customers to show products, explain product features, and ask for orders referencing leads supplying price quotes and delivery schedules discussed features of 10+ products.
Front Desk Manager
Marriott International
01.2006 - 01.2009
- Interacted with hundreds of hotel guests, upgraded reservations, booked rooms, directed housekeeping or maintenance staff when guests report problems, and checked rooms for VIP customers.
Administrative Assistant
Industrial Valve Sales & Service
01.2000 - 12.2006
- Answered client phone calls, addressed customer queries on repair and maintenance, directed calls and sent out emails to clients for certifications of leveraged valves.
Education
Associate of Science - Management
University of Mobile
Mobile, AL 05.2002 - 05.2004
Professional Focus + Google IT Support Certificate - IT
Purdue Global University
Indianapolis, IN 04.2023 - Current
Skills
Technical Supportundefined
Timeline
Professional Focus + Google IT Support Certificate - IT
Purdue Global University
04.2023 - Current
Technical Support Representative
Continuum Global Solutions
06.2022 - Current
General Manager
Fast Layne Automotive
04.2019 - 05.2022
General Manager
Beach House Grill
01.2013 - 02.2019
Outside Sales Representative
Yarbrough Rigging Services
01.2009 - 01.2013
Front Desk Manager
Marriott International
01.2006 - 01.2009
Associate of Science - Management
University of Mobile
05.2002 - 05.2004
Administrative Assistant
Industrial Valve Sales & Service
01.2000 - 12.2006
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