SUHAYLAH MUHAMMAD
Newark,NJ
Summary
Enthusiastic Technical support/Customer service specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in the company
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Maximus/ Randstad
, NJ
12.2020 - Current
- Resolved concerns with products or services to help customer inquiries, solving problems and providing product information.
- Used consultative techniques to understand customer needs and make strategic referrals.
- Described product highlights and benefits to help guide decisions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Advanced Technical Support Specialist
AT&T Mobility
Paramus, NJ
08.2009 - 03.2020
- Analyzed and issues to identify troubleshooting methods needed for quick remediation
- Provided solutions to operations issues for users, and working closely via phone, emails
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Patched software and installed new versions to cell phones
- Track network incident activity
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Described solutions to customers to assist in problem resolution
- Brake down and evaluated user problems using test scripts, personal expertise and probing questions
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
Customer Service Representative
AT&T Mobility
Paramus, NJ
12.2006 - 08.2009
- Assisted customers, Account Manager and Telecom Managers concerning service, products, billing, equipment and claims
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Successfully improving customer retention through product and service provided to customer
- Utilizes mechanized systems to imitate and complete service orders and handle customer's request
- Remain current with company products, services and promotions
- Make recommendations according to customer's needs on feature, accessories, upgrades and rate plans
- Utilize operational systems to process purchases of AT&T products and services; i.e
- Collections, payments for wireless bills and accessories, transfer of service responsibility ,corporate enrollments, adding new lines of service, ordering equipment and enrolling customer in combine billing
Education
Bachelor of Arts -
Kean University
Union, NJ05.1988
Timeline
Customer Service Specialist
Maximus/ Randstad
12.2020 - Current
Advanced Technical Support Specialist
AT&T Mobility
08.2009 - 03.2020
Customer Service Representative
AT&T Mobility
12.2006 - 08.2009
Bachelor of Arts -
Kean University
Similar Profiles
Cynthia GrateCynthia Grate
COVID-19 Case Investigator at Randstad Recruiting Fro Maximus Inc.COVID-19 Case Investigator at Randstad Recruiting Fro Maximus Inc.
Deanna ClewisDeanna Clewis
Marketplace Customer Service Representative at Maximus FederalMarketplace Customer Service Representative at Maximus Federal
Nathan YountsNathan Younts
Customer Service Representative at Maximus Call CenterCustomer Service Representative at Maximus Call Center