Wayne Zimdars
Waukesha,WI
Summary
Customer Service Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
49
49
years of professional experience
Work History
Customer Service Technician
QSI, Inc
03.2017 - 06.2021
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Enhanced customer experience with personalized assistance when servicing equipment.
- Assisted customers with installation, configuration, and operation of financial banking equipment, ensuring optimal performance levels.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
Customer Service Technician
Universal Financial/Tecniflex/Bancsource
08.1984 - 03.2017
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Assisted customers with installation, configuration, and operation of small and medium-sized mainframe systems and peripherals, ensuring optimal performance levels.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
Field Service Engineer
Burroughs Corporation
06.1976 - 08.1984
- Performed onsite installation, modification and maintenance of mainframe systems and equipment.
- Collaborated with engineering teams during product development phases to provide valuable insights from a field service perspective.
- Scheduled service calls according to customer location and urgency of need.
- Conducted regular equipment inspections, identifying potential issues before they escalated into costly repairs or downtime events.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
Cryptographic Equipment Repairman
US Air Force 24/7 Hours/week
09.1972 - 05.1976
- Maintained equipment cryptographic equipment for secure communications for AF bases with top secret clearance.
- Completed complex repair tasks under challenging conditions while maintaining strict attention to detail and quality control measures.
- Enhanced repair quality by utilizing proper tools and techniques in a timely manner.
Education
Electrical Engineering
Milwaukee School of Engineering
Milwaukee, WISkills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation And Reporting
- Calm and Professional Under Pressure
- Customer Empathy
- Issue and Complaint Resolution
Timeline
Customer Service Technician
QSI, Inc
03.2017 - 06.2021
Customer Service Technician
Universal Financial/Tecniflex/Bancsource
08.1984 - 03.2017
Field Service Engineer
Burroughs Corporation
06.1976 - 08.1984
Cryptographic Equipment Repairman
US Air Force 24/7 Hours/week
09.1972 - 05.1976
Electrical Engineering
Milwaukee School of Engineering
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