Experience

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  Sprint

  • Implementation Project Manager

    • Sep 2007 - Oct 2013

    Provide customer assistance and innovative solutions to complex issues for Public Safety and Federal Government customers for account maintenance and technical assistance. • Handle incoming calls from Public Safety and Federal customers. • Maintain customer records by updating account information. • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution. • Partner with dedicated care, dedicated sales to drive issue resolution.• Provide technical support on all devices for internal and external customers• Create CTMS tickets to escalate issues to the network engineer team to resolve service for customer.• Work directly with the Network team to handle service issues with towers and customer solutions.

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  Sprint Nextel

  • Temple, TX

  • Wireless Technical Support/Strategic Helpdesk

    • Apr 2002 - Sep 2007
    • Temple, TX

    Provided technical support on service and products to Fortune 1000 and Fortune 500 companies. • Handled incoming calls from Strategic Corporate customers regarding technical support on iDEN and CDMA devices. • Provided technical support for internal and external customers on all Business Products.• Helped customers troubleshoot hardware and software on their devices and Business Solutions.• Handled escalations regarding network issues.• Created CTMS tickets to escalate issues to the network engineer team to resolve service for customer.• Worked directly with the Network team to handle service issues with towers and customer solutions.• Provided technical support for Custom Network Solutions Team for internal and external customers.• Trained internal customers on Nextel products and procedures.

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  Nextel

  • Temple, TX

  • Customer Care Representative

    • Jan 2001 - Apr 2002
    • Temple, TX

    Answered incoming calls on rotation regarding account management, billing, and service issues.• Received incoming calls from consumers regarding a variety of Customer Service issues and received highest rating from customer satisfaction survey• Accurately documented, researched, and resolved customer service issues• Explained contents of billing statement to customers and credit customers per Nextel policy; improving customer satisfaction.

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  Acer

  • Temple, TX

  • Notebook/Desktop Technical Phone Support Supervisor

    • Jun 1997 - Aug 2001
    • Temple, TX

    Managed a staff of 30 Customer Service Representative responsible for troubleshooting hardware and software issues for consumer and business accounts.• Managed a staff of 15 to 20 technical support employees.• Member of Critical Issues Team for escalated customer issues at the corporate level.• Attended TSANet Conference in Colorado as an Acer America representative.• Composed letters to Better Business Bureau on behalf of Acer America.• Composed letters to Attorney General Office on behalf of Acer America.• Collected weekly and monthly statistics from the Desktop queue.• Presented telephone statistics to managers and Vice President on a weekly and monthly basis.• Organized and setup training for employees on new products and/or software.• Managed employee timesheets and payroll submissions.• Communicated with employees in weekly meetings.• Monitored customer service representatives calls to ensure company guidelines were followed and coaching employees on how to increase customer satisfaction ratings• Guided employees to stay on the telephone and to be punctual for work and meetings.• Approved sick and vacation time for employees.• Conducted employee one on one’s and yearly performance reviews.• Demonstrated and completed training on configuring TCP/IP, routers, hubs, and switches.• Captured systems for evaluation before sending the systems to a service center.• Helped escalated customers troubleshoot hardware on their systems.• Created service calls to replace hardware whenever required.• Helped escalated customers resolve software issues whenever possible.