Professional Overview
Dynamic Customer Support Specialist with 13+ years of high-volume Tier 1 & Tier 2 Technical and Escalations support, in a call center environment. Solution-oriented mindset and excel in individual and team settings.
• Bilingual (English/Spanish).
• Consistently ranked Top 5% performers.
• 98%+, CSAT score.
• 30+ calls per day.
• 88%+, 7-day resolution.
• Expert at remote troubleshooting, de-escalation, and product education.
Experience
AT&T Technical Support Specialist 11/2023 – 11/2024
• Diagnose and troubleshoot routers, connected devices, internet, and cable TV.
• Coordinated with internal teams to create and complete onsite technician dispatches.
• Troubleshot Application errors, including login failures, and app navigation.
• Supported customers with account management, plans/ features, and processes.
• Processed equipment orders, returns, payments, refunds, credits, and arrangements.
• Documented interactions and resolutions in the CRM system.
• Utilized internal resources and 10+ web-based programs.
Verizon Wireless Sr. Technical Support Rep Tier 2 3/2012 – 10/2023
• Provided Tier 2 support for customer service, tech support, and escalations.
• Point of contact support for retail agents and internal teams.
• Troubleshot Network Services, Device hardware and software, and configuration issues.
• Troubleshot Application errors, including login failures, and application navigation.
• Supported customers with account management, plans/ features, and processes.
• Processed equipment orders, returns, payments, refunds, credits, and arrangements.
• Collaborated with cross-functional teams to ensure resolution and customer satisfaction.
• Detected and resolved fraudulent customer activity, suspicious orders, and network usage.
• Documented customer interaction and resolutions.
• Utilized internal resources, websites, and over 10+ programs.
• Led team training on new products, plans, and internal procedures.
Education
Westwood College of Technology
Computer Network Engineering BS
7/2007
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