Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sheree Borens

Tulsa,OK

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.

Overview

17
17
years of professional experience

Work History

Premier Support Specialist

AT&T Inc.
Tulsa, OK
05.2016 - Current
  • Provided technical support for call center operations and individual users.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Collected, analyzed and reported on data for use in operational planning.

Technical Support Representative

Directv
Tulsa, OK
11.2008 - 05.2016
  • Supported customers with online billing, access and account issues.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Maintained up-to-date case documentation for future reference.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Education

High School Diploma -

Nathan Hale High School
Tulsa, OK
05.2003

Skills

  • Analytical and Methodical
  • Resolving Problems and Incidents
  • Software Evaluation
  • Hardware and Software Repair
  • Multitasking and Prioritization
  • Troubleshooting Network Issues
  • Organizational Skills
  • Database Management
  • Remote Technical Support
  • Technical Troubleshooting
  • Tracking and Documentation
  • Interpersonal Skills
  • Customer Service
  • Problem-Solving
  • Positive and Upbeat
  • Friendly and Patient
  • Conflict Resolution

Timeline

Premier Support Specialist

AT&T Inc.
05.2016 - Current

Technical Support Representative

Directv
11.2008 - 05.2016

High School Diploma -

Nathan Hale High School

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