Experience

Empyrean

• United States
• Human Resources Services
• 500 - 600 Employee

• Client Service Representative

  • Aug 2019 - Sep 2022



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Customer Service Specialist

  • Dec 2012 - Dec 2016

  Establish rapport with clients and create positive experience. Configure static IPs for business customers. Configure and troubleshoot AT&T wireless gateways. Install and troubleshoot network printers on enterprise computers. Configure DHCP, TCP/IP and proxy settings. Install enterprise software packages on pcs, Re-image computers once troubleshooting has failed. Support and troubleshoot customer’s DSL internet issues. Create trouble tickets and dispatch technicians to… Show more Establish rapport with clients and create positive experience. Configure static IPs for business customers. Configure and troubleshoot AT&T wireless gateways. Install and troubleshoot network printers on enterprise computers. Configure DHCP, TCP/IP and proxy settings. Install enterprise software packages on pcs, Re-image computers once troubleshooting has failed. Support and troubleshoot customer’s DSL internet issues. Create trouble tickets and dispatch technicians to customer locations. Support field technicians with customer account issues. Document all correspondence thoroughly. Educate customers on new promotions and order equipment. Migrate customers from DSL to U-verse platform. Remote into customer’s pcs to resolve pc issues such as browser add-ons, McAfee etc. Configure Email Clients and install & configure AT&T Internet Security Suite powered by McAfee on PCs & Macs. Escalated priority ticket to assure the SLA is met and on-call has been notified via cell or email. Worked on different projects assigned by management; ran report metrics using IEX and communicated via email to the management, and created Metrics Reports using MS Excel Special Projects: Change Process Manager Collaborated with IT to install computers, IP phones and updated software on pcs Create various daily reports for managers to calibrate center & agent performances Calibrate calls assuring call quality, confirming processes are being followed and coached on proper usage of tools. Point of contact for all software, hardware and equipment issues Play a major role in Diversity team organizing center wide celebrations and employee engagement. Run Reports on Department tickets and sent it to the Manager Show less Establish rapport with clients and create positive experience. Configure static IPs for business customers. Configure and troubleshoot AT&T wireless gateways. Install and troubleshoot network printers on enterprise computers. Configure DHCP, TCP/IP and proxy settings. Install enterprise software packages on pcs, Re-image computers once troubleshooting has failed. Support and troubleshoot customer’s DSL internet issues. Create trouble tickets and dispatch technicians to… Show more Establish rapport with clients and create positive experience. Configure static IPs for business customers. Configure and troubleshoot AT&T wireless gateways. Install and troubleshoot network printers on enterprise computers. Configure DHCP, TCP/IP and proxy settings. Install enterprise software packages on pcs, Re-image computers once troubleshooting has failed. Support and troubleshoot customer’s DSL internet issues. Create trouble tickets and dispatch technicians to customer locations. Support field technicians with customer account issues. Document all correspondence thoroughly. Educate customers on new promotions and order equipment. Migrate customers from DSL to U-verse platform. Remote into customer’s pcs to resolve pc issues such as browser add-ons, McAfee etc. Configure Email Clients and install & configure AT&T Internet Security Suite powered by McAfee on PCs & Macs. Escalated priority ticket to assure the SLA is met and on-call has been notified via cell or email. Worked on different projects assigned by management; ran report metrics using IEX and communicated via email to the management, and created Metrics Reports using MS Excel Special Projects: Change Process Manager Collaborated with IT to install computers, IP phones and updated software on pcs Create various daily reports for managers to calibrate center & agent performances Calibrate calls assuring call quality, confirming processes are being followed and coached on proper usage of tools. Point of contact for all software, hardware and equipment issues Play a major role in Diversity team organizing center wide celebrations and employee engagement. Run Reports on Department tickets and sent it to the Manager Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Coordinator

  • May 2008 - Aug 2012

  Train new employees. Provide email support. Lead customers to setup online accounts and install software on computers. Support customers with account and billing related inquiries. Educate customers on new and existing Smartphones, Tablets and Mobile Broadband Data cards. Use Remedy to create and follow up on tickets created for service interruptions. Escalate tickets to Network Repair Bureau for service outages. Escalate tickets to internal IT for web portal… Show more Train new employees. Provide email support. Lead customers to setup online accounts and install software on computers. Support customers with account and billing related inquiries. Educate customers on new and existing Smartphones, Tablets and Mobile Broadband Data cards. Use Remedy to create and follow up on tickets created for service interruptions. Escalate tickets to Network Repair Bureau for service outages. Escalate tickets to internal IT for web portal issues. Upsell accessories, services and determine customer needs. Test pre-production devices to identify bugs, performance reliability and recommend solutions. Configure and troubleshoot smartphones and tablets including Blackberry OS, Apple OS, Android OS, Palm OS, netbooks, tablets and data cards. Add reported lost or stolen phones in negative database and investigate fraudulent reactivations. Document all correspondence thoroughly. Show less Train new employees. Provide email support. Lead customers to setup online accounts and install software on computers. Support customers with account and billing related inquiries. Educate customers on new and existing Smartphones, Tablets and Mobile Broadband Data cards. Use Remedy to create and follow up on tickets created for service interruptions. Escalate tickets to Network Repair Bureau for service outages. Escalate tickets to internal IT for web portal… Show more Train new employees. Provide email support. Lead customers to setup online accounts and install software on computers. Support customers with account and billing related inquiries. Educate customers on new and existing Smartphones, Tablets and Mobile Broadband Data cards. Use Remedy to create and follow up on tickets created for service interruptions. Escalate tickets to Network Repair Bureau for service outages. Escalate tickets to internal IT for web portal issues. Upsell accessories, services and determine customer needs. Test pre-production devices to identify bugs, performance reliability and recommend solutions. Configure and troubleshoot smartphones and tablets including Blackberry OS, Apple OS, Android OS, Palm OS, netbooks, tablets and data cards. Add reported lost or stolen phones in negative database and investigate fraudulent reactivations. Document all correspondence thoroughly. Show less



Bollywood Cinema 6

• Manager

  • Nov 2003 - Sep 2008

  Upsell, maintain and build profitability. Maintain employee schedules to better suit business needs. Hire, train and retain employees. Data entry, handle cash, checks and deposit to bank daily, invoice and balance payments. Collecting and shipping consignments to and from distributors. Display high quality customer service at all times and keep location clean and safe. Coach and supervise performance and provide feedback to employees and business owner. Manage payroll and… Show more Upsell, maintain and build profitability. Maintain employee schedules to better suit business needs. Hire, train and retain employees. Data entry, handle cash, checks and deposit to bank daily, invoice and balance payments. Collecting and shipping consignments to and from distributors. Display high quality customer service at all times and keep location clean and safe. Coach and supervise performance and provide feedback to employees and business owner. Manage payroll and adjustments Resolve work related problems within the established guidelines. Inventory office supplies, food items, determine needs, prepare and submit orders. Journal daily sales and expense reports in MS Excel. Install windows, computer hardware, antivirus programs and printers. Show less Upsell, maintain and build profitability. Maintain employee schedules to better suit business needs. Hire, train and retain employees. Data entry, handle cash, checks and deposit to bank daily, invoice and balance payments. Collecting and shipping consignments to and from distributors. Display high quality customer service at all times and keep location clean and safe. Coach and supervise performance and provide feedback to employees and business owner. Manage payroll and… Show more Upsell, maintain and build profitability. Maintain employee schedules to better suit business needs. Hire, train and retain employees. Data entry, handle cash, checks and deposit to bank daily, invoice and balance payments. Collecting and shipping consignments to and from distributors. Display high quality customer service at all times and keep location clean and safe. Coach and supervise performance and provide feedback to employees and business owner. Manage payroll and adjustments Resolve work related problems within the established guidelines. Inventory office supplies, food items, determine needs, prepare and submit orders. Journal daily sales and expense reports in MS Excel. Install windows, computer hardware, antivirus programs and printers. Show less



Convergys Corporation

• Support Center Specialist

  • Feb 2006 - Jan 2008

  Support Yahoo! Merchant Solutions & Web Hosting Products. Assisting customers with any technical or billing concerns regarding the account Educate clients with Yahoo! shopping cart for their online stores. Familiarizing customers with Yahoo! Web creating tools. Configuring email accounts in outlook and web interface. Follow up on technical tickets to ensure customer satisfaction. Guiding customers through the control panels Document each call with details for future… Show more Support Yahoo! Merchant Solutions & Web Hosting Products. Assisting customers with any technical or billing concerns regarding the account Educate clients with Yahoo! shopping cart for their online stores. Familiarizing customers with Yahoo! Web creating tools. Configuring email accounts in outlook and web interface. Follow up on technical tickets to ensure customer satisfaction. Guiding customers through the control panels Document each call with details for future reference. Utilize trace route and ping utilities for troubleshooting. Aid customers with FTP issues and provide email support. Determine email latency issues. Determine hacked accounts and unlock after proper identification. Show less Support Yahoo! Merchant Solutions & Web Hosting Products. Assisting customers with any technical or billing concerns regarding the account Educate clients with Yahoo! shopping cart for their online stores. Familiarizing customers with Yahoo! Web creating tools. Configuring email accounts in outlook and web interface. Follow up on technical tickets to ensure customer satisfaction. Guiding customers through the control panels Document each call with details for future… Show more Support Yahoo! Merchant Solutions & Web Hosting Products. Assisting customers with any technical or billing concerns regarding the account Educate clients with Yahoo! shopping cart for their online stores. Familiarizing customers with Yahoo! Web creating tools. Configuring email accounts in outlook and web interface. Follow up on technical tickets to ensure customer satisfaction. Guiding customers through the control panels Document each call with details for future reference. Utilize trace route and ping utilities for troubleshooting. Aid customers with FTP issues and provide email support. Determine email latency issues. Determine hacked accounts and unlock after proper identification. Show less



Fun Plex

• Supervisor

  • Apr 2002 - Nov 2003

  Data entry. Evaluate performance. Create and update weekly and monthly inventory. Coordinate weekly staff meetings and scheduling. Upsell products and train employees. Journal daily sales and expense reports in MS Excel. Inventory office supplies, food items, determine needs, prepare and submit orders. Data entry. Evaluate performance. Create and update weekly and monthly inventory. Coordinate weekly staff meetings and scheduling. Upsell products and train employees. Journal daily sales and expense reports in MS Excel. Inventory office supplies, food items, determine needs, prepare and submit orders.