Wade Bounds
AUSTIN,Texas
Summary
Detailed Workflow Coordinator with technical knowledge and over 25 years of experience. Proactive and flexible with proven history of driving productivity and efficiency through commitment to continuous improvement and strong leadership.
Overview
16
16
years of professional experience
Work History
Workflow Specialist
Tata Consultancy Services
08.2021 - Current
- Communicated with team members to enforce deadlines and quality standards.
- Facilitated team productivity by providing strong leadership and surmounting challenges.
- Managed teams and delegated training and development.
- Optimized tasks and procedures resulting in reduced expenses and increased efficiency.
- Liaised between clients and management to provide updated status reports.
- Evaluated current processes to develop improvement plans.
Customer Service Representative Agent
Mood Media
06.2018 - 04.2020
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
Inbound Stower
Amazon
07.2017 - 03.2018
- Separated damaged items from functional ones before placing on shelves.
- Sorted over 300 products onto shelves according to type, weight, and size.
- Utilized scanning equipment to quickly locate and identify items and stock locations.
- Used hand trucks and pallet jacks to safely move items to designated areas.
- Stayed accountable for storage and organization of warehouse merchandise.
- Inspected items for any damages and reported discrepancies to supervisor.
- Maintained clean and organized workspaces to uphold safety standards.
Installer Service Specialist
Commercial Sound And Satellite
03.2016 - 01.2017
- Operated tools, equipment, and machinery according to safety standards.
- Laid out materials and system components to prepare for installation.
- Developed and maintained professional relationships with customers and vendors to promote loyalty and referrals.
- Calculated materials and time needed for each job.
- Completed troubleshooting of malfunctions and diagnosed issues.
- Supported customer satisfaction, providing detailed instructions and demonstrations on proper system operation.
- Inspected installations to check for functionality and maintain customer satisfaction.
- Communicated quickly and accurately with supervisors about problematic sites, missed installations or other issues.
- Installed complete systems at new residential and business construction sites.
- Fixed broken systems with hand tools and educated customers on proper use to prevent future mishaps.
- Used appropriate PPE to reduce risks when working with electrical and communications systems.
- Assisted with system design and layout to optimize installations and continuous performance.
- Installed security cameras, access control systems and structured cabling systems in accordance with industry regulations.
- Repaired and replaced worn and damaged components.
- Investigated customer complaints to identify cause of malfunctions.
- Explained estimates and determined repair timelines to manage customer expectations.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
Technical Support Representative
HostGator
10.2014 - 06.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to website technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and chat.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
Technical Support Supervisor
DISH
03.2007 - 08.2014
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to television technical support needs.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
Education
High School Diploma -
Spring High School
Spring, TXNo Degree - HTML Java, JavaScript
Tech Talent South
03.2021
Skills
- Legislative Research
- Mainframe Systems
- Strategy Implementation
- Reporting Analysis
- Project Coordination
- Monthly Reporting
- Process Management
- Workflow Management Tools
- Quality Standard Management
Additional Information
US Army
1988-1990
Private First Class
Timeline
Workflow Specialist
Tata Consultancy Services
08.2021 - Current
Customer Service Representative Agent
Mood Media
06.2018 - 04.2020
Inbound Stower
Amazon
07.2017 - 03.2018
Installer Service Specialist
Commercial Sound And Satellite
03.2016 - 01.2017
Technical Support Representative
HostGator
10.2014 - 06.2015
Technical Support Supervisor
DISH
03.2007 - 08.2014
High School Diploma -
Spring High School
No Degree - HTML Java, JavaScript
Tech Talent South
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