Experience

RSU 34 SCHOOL DISTRICT
• United States
• Primary and Secondary Education
• 1 - 100 Employee
• Special Educational Technician

  • Aug 2018 - Present


Verizon Wireless

• United States
• Retail
• 1 - 100 Employee

• Technical Support Expert

  • Aug 2014 - Present

  Bangor, Maine Area - Actively listen to each customer with patience and courtesy. - Build customer relationships – earn their loyalty and trust by being polite and helpful. - Use communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications. - Use troubleshooting and problem-solving skills to come up with solutions for Home Network… Show more - Actively listen to each customer with patience and courtesy. - Build customer relationships – earn their loyalty and trust by being polite and helpful. - Use communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications. - Use troubleshooting and problem-solving skills to come up with solutions for Home Network Equipment and Home Jack and Wiring Support. - Issue maintenance-initiated change orders. - Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status. - Dispatch trouble reports and service orders to outside installation and repair forces. - Experience working with customers on the phone to isolate and resolve problems at a customer location. - Knowledge of communication networking components such as routers, LAN topology, Ethernet and network interface cards. - Knowledge of Microsoft Windows and PC hardware and software.

• Customer Service Representative

  • Jan 2013 - Aug 2014

  Bangor, Maine Conducting Tier 1 troubleshooting when customers require device assistance. Customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers Customer Interactions Listens and responds appropriately in all customer interactions. Manage customer relationships by performing the full range of customer service… Show more Conducting Tier 1 troubleshooting when customers require device assistance. Customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers Customer Interactions Listens and responds appropriately in all customer interactions. Manage customer relationships by performing the full range of customer service functions. Uses common courtesy and discretion to achieve customer loyalty. Empathizes and acknowledges customer to create trust and partnership. Uses negotiation and problem solving skills to resolve customer concerns. Takes accountability for and resolves all customer issues and follow up when appropriate.



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Advanced Repair Agent

  • Feb 2019 - Jan 2021

  Bangor, Maine Area



Eastern Maine Medical Center

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Access Registrar

  • Jul 2016 - 2018

  Bangor, Maine



OpenTable

• United States
• Hospitality
• 700 & Above Employee

• Customer Service Representative

  • Jul 2012 - Jan 2013

  Orono, Maine Assisting high value clients in getting their restaurants back online, remote desktop troubleshooting, using VPNs to walk clients through port forwarding, and assisting clients through installing their restaurants OpenTable desktops and Tablet software.



Electronic Arts (EA)

• United States
• Entertainment Providers
• 700 & Above Employee

• Associate Director

  • Sep 2011 - Jul 2012

  Orono, Maine Listening to representative calls and coaching according to quality assurance standards. Calibration calls across numerous centers to ensure everyone auditing process is streamlined. New hire training for incoming customer service representatives. Up trainings for new products and services. Taking customer escalations.

• Game Advisor

  • Aug 2011 - Sep 2011

  Orono, Maine Assistance with a wide variety of Electronic Arts games. Troubleshooting Internet connections and game consoles such as PC, Xbox, PlayStation, and Wii.



Wendys Old Fashion Hambugers

• United States
• Food and Beverage Services
• 700 & Above Employee

• Shift Lead

  • Mar 2009 - Aug 2011

  Orono, Maine