Timothy Heil
Jefferson,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
36
36
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
Alpharetta , GA
06.2013 - 02.2024
- Handled a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature.
- ● Responsible for conducting Tier 1 troubleshooting when customers require device assistance.
- ● Handled own customer escalations and minimizes transfers and responds appropriately in all customer interactions.
Customer Service Agent
FedEx
Atlanta, GA
08.2012 - 07.2013
- Assist Fedex customers calling into the inbound call center with tracking packages, scheduling pick-ups, tracing lost packages and handling claims.
Customer Service Agent/Titles Specialist
Capital One Auto Finance
Plano, TX
10.2010 - 05.2012
- Assists customers with their auto loans in the inbound call center.
- Assists customers with issues regarding their titles. ▪ Assists other agents as a floor walker helping them with questions regarding customer’s accounts they are working on.
- Act as back-up Manager-in-charge (MIC). Duties include monitoring the agents on the phones, changing skillsets as needed due to fluctuations in call volumes and assist the floor walkers with floor support.
Customer Service Agent
Express Professionals
Plano , TX
01.2010 - 10.2010
- Assists customers with their auto loans in the inbound call center.
- Assists customers with issues regarding their titles.
Cable Installation Technician
Greyfox Installations
Cleveland, OH
07.2008 - 11.2009
- Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and Comcast Cable.
- Held position of lead technician. Duties included performing quality checks of technician’s work and all assigned jobs were completed daily.
- Trained new technicians in the proper installation techniques as to meet the quality standards set by our employer.
Cable Installation Technician
Cable Express
Akron, OH
05.2006 - 07.2008
- Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and
Comcast Cable.
▪ Held position of lead technician. Duties included performing quality checks of technician’s work and all assigned jobs were completed daily.
▪ Held position of Warehouse Manager. Duties included
maintaining and monitoring inventory of company equipment and stock at 2 locations. Issued orders for additional equipment for 2 locations. Drove company truck to main warehouse to drop off and retrieve equipment. Loaded unloaded truck at company warehouses using forklifts and pallet jacks.
Cable Installation Technician
Baker Installations
Akron, OH
11.2003 - 05.2006
- Installed cable, high speed internet and telephone services in residential homes for Time Warner Cable, Suddenlink Cable, Armstrong Cable and
Comcast Cable. - Held position of lead technician. Duties included performing quality checks of technician’s work and all assigned jobs were completed daily.
Customer Service Agent
BellSouth Telecommunications
Fort Lauderdale, FL
07.2001 - 11.2002
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
Cable Installation Technician
Baker Installations
Akron, OH
07.1999 - 07.2001
- Performed installation and troubleshooting of cable systems including coax, fiber optics, and other types of cabling.
- Assisted customers with technical support for cable connections and TV programming.
- Ensured network connectivity by testing cables using various tools such as multi-meters and signal level meters.
Customer Service Agent
BellSouth Telecommunications
Boca Raton, FL
08.1994 - 07.1999
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
Imagery Analysis Specialist
United States Air Force
Hampton, VA
01.1991 - 02.1994
- Utilized satellite imagery to create classified documents for use by the United States Air Force.
▪ Utilized a variety of systems to locate areas of interest such as airfields, missile sites, and other military installations.
▪ Awarded the US Air Force Commendation Medal for Meritorious Service during heightened tensions with Iraq.
▪ Maintained a Top Secret/SCI security clearance.
Cryptologic Linguist Specialist
United States Air Force Reserve
San Angelo, TX
02.1988 - 01.1991
- While stationed in Augsburg, Germany, monitored activity on specific radio frequencies as a Czechoslovak linguist.
▪ Transcribed and translated recorded activity into English. Prepared and disseminated reports to specific government agencies in a timely fashion.
▪ Maintained a Top Secret/SCI security clearance.
Education
Associate of Applied Science - Computer Technology
ECPI University
Virginia Beach, VA08-1993
Skills
- Inbound and Outbound Calling
- Account Management
- Technical Troubleshooting
- Power Tool Usage
- Telecommunications Systems
- System Testing
- Troubleshooting skills
- Cable arrangements
- Device configuration
Timeline
Customer Service Advocate
Verizon Wireless
06.2013 - 02.2024
Customer Service Agent
FedEx
08.2012 - 07.2013
Customer Service Agent/Titles Specialist
Capital One Auto Finance
10.2010 - 05.2012
Customer Service Agent
Express Professionals
01.2010 - 10.2010
Cable Installation Technician
Greyfox Installations
07.2008 - 11.2009
Cable Installation Technician
Cable Express
05.2006 - 07.2008
Cable Installation Technician
Baker Installations
11.2003 - 05.2006
Customer Service Agent
BellSouth Telecommunications
07.2001 - 11.2002
Cable Installation Technician
Baker Installations
07.1999 - 07.2001
Customer Service Agent
BellSouth Telecommunications
08.1994 - 07.1999
Imagery Analysis Specialist
United States Air Force
01.1991 - 02.1994
Cryptologic Linguist Specialist
United States Air Force Reserve
02.1988 - 01.1991
Associate of Applied Science - Computer Technology
ECPI University
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