Trevor Smith
Senior Technology Representative
Phoenix,AZ
Summary
Self motivated results driven Technical Support Specialist bringing 2 decades of professional experience. Extensive knowledge of using and troubleshooting various cell phone software, applications and hardware. Clear communicator successful supervising 12 employees and providing individualized training and motivation to each team member.
Overview
15
15
years of professional experience
Work History
Senior Technical Support Specialist
Verizon Wireless
06.2008 - 09.2023
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs for Apple IOS and Android devices.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve application or software issues.
- Provided exceptional customer service and technical support for internal and external voice and data product customers.
- Highly skilled with listening to and acknowledging customers to create trust and partnership. Utilized negotiation and problem solving skills to resolve customer concerns. Always followed up with customers after issue was resolved for customer satisfaction.
- Used trouble ticket system (Remedy) for tracking customer interactions and problems with network, signal readings, and problem areas.
- Conducted Tier one Troubleshooting to a high degree of success. Including but not limited to equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions.
Call in Rate Analyst
Verizon Wireless
01.2010 - 06.2012
- Created and maintained precise and accurate models, charts and reports.
- Managed the call in rate reduction team for the Verizon Wireless Albuquerque NM call center.
- Implemented the call in reduction platform for the Alburquerque Call center with data in respects to repeat calls. Lead trainings for both representatives and supervisors on how to reduce repeat calls into center
- Participated in requirements meetings to understand business needs.
- Proficient with Microsoft Word, Excel, and PowerPoint presentations. Performed to a high degree the ability to audit, analyze, and develop insights/recommendations that drive process/procedure improvements, behavior changes that ultimately gave customer service reps a better opportunity for success with respects to their personal development and center stability.
- Developed required policies and procedures that reflected actual goals, tasks and workflows, while meeting all regulatory compliance requirements.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
- Implemented business intelligence solutions to increase operational efficiency.
Education
Some College (No Degree) - Business Administration And Management
Strayer University
Washington, DCSkills
- Compatibility Testing
- Desktop Support
- Diagnostic Tools
- Training Junior Team Members
- Assisting with Deployments
- Remote Assistance
- Efficient Service
- Customer Service
- Application Troubleshooting
- Technical Issues Analysis
- Issue Resolution
- Mobility Devices
Languages
Spanish
Limited Working
Timeline
Call in Rate Analyst
Verizon Wireless
01.2010 - 06.2012
Senior Technical Support Specialist
Verizon Wireless
06.2008 - 09.2023
Some College (No Degree) - Business Administration And Management
Strayer University