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Summary

I am seeking to apply for the position of team leader for the CSpire or Frontier technical support team. I have almost seven years experience with this company working as a TSR, four of those years as a Level II supervisor.  I have experience as an L2 for Surewest, Consolidated, Fairpoint, Frontier and Centurylink and many other ISPs and believe I would be a great fit for this position.

Of the nearly seven years I have worked for this company, six of those have been with overnights and three of them as a Level II. I have experience and training for over fourteen ISPs, and my experience and knowledge will come to bear when providing leadership for my team. Over time I have learned to adapt to changes in volume and policy, as well as new conversions and products. My drive and dedication to this company can be seen through my consistent call times and record of attendance over my period of employment. As my team has shifted and new employees have been added, I have gained experience in training those new to the job and providing insight for these new hires, not only on the technical aspect of the job but also in call control and performance. My experience also extends to acting as floor manager for overnights when my team leaders were unable to provide this service due to illness or vacation. I am willing to go above and beyond for the benefit of the team, as evidenced by an impromptu crash course through Hangouts given to our team when Centurylink was added to every agent's skill set with no time to train them formally. I have given numerous training sessions for the Frontier FIOS conversion and have worked with various agents on our team to bring their average handle times down and mold them into the agents I know the can be.

My dedication to this company is evident in my history, and I would be proud to expand my responsibility to include a team of my own that I may encourage their growth and success.

Work History

Sep 2009Present

Technical Support Representative Level II

teleNetwork

My current employment at Telenetwork requires me to field incoming customer service requests over my software phone and previously my Mitel phone using a headset, and later softphone. This job is a very fast-paced customer service environment where I must make critical decisions with accuracy that my customer’s requests be answered accurately and promptly. This job requires use of word processors such as Microsoft Word, configuration and use of clients such as Microsoft Outlook as well as updating records through each company’s proprietary software. For each call extensive notes must taken outlining the events of the call, every call requires updating confidential customer records that include social security, address and credit card information as well as history of customer interactions. I am required to answer calls as supervisor and assist irate customers who have unresolved issues and provide resolutions as well as explain company policy and federal law every day. I am accustomed to a call center environment that requires understanding call control, quality assurance, metrics and call flow to ensure all company standards and local, state and federal laws are adhered to by me and my co-workers. I have experience composing correspondence to our clients and preparing reports for technicians, as well as setting priorities and organizing workload relating to call management, as well as meeting deadlines set by my team leader.

Apr 2008Jan 2009

Inbound Technical Support Representative Level II

Harte-Hanks Austin

My temporary employment with Volt became full time with Harte-Hanks, a job that provided experience in a fast-paced customer service environment fielding customer requests over the phone and by email for technical support. As a representative of the company I was required to work with highly confidential records and information including addresses, credit card information and customer history. I was required to understand metrics, call control and customer satisfaction while maintaining company policy and requirements. I was required to keep extensive notes on every call and follow procedures, as well as update records and notify customers of said policies. I was promoted to the position of supervisor and as such fielded calls of distressed, irate and unresolved clients to whom I would explain policy and resolve issues using the resources provided.

Reason For Leaving: I was forced to resign due to the prolonged illness of a family member to aid in their care and recovery.

Dec 2007Mar 2008

Inbound Technical Support Representative (temporary)

Volt Technical Information Sciences

Volt Information Services was the temporary employment agency for Harte-Hanks working as technical support for Xbox and Xbox Live, a job that provided experience in a fast-paced customer service environment fielding customer requests over the phone and by email for technical support. As a representative of the company I was required to work with highly confidential records and information including addresses, credit card information and customer history. I was required to understand metrics, call control and customer satisfaction while maintaining company policy and requirements. I was required to keep extensive notes on every call and follow procedures, as well as update records and notify customers of said policies.

Reason For Leaving: I was hired full-time by Harte-Hanks.

Nov 2005Jun 2006

Direct Care Provider

Draco Services

While working at Draco Services my job function was the care and well-being of
those with special needs, including bathing, food preparation, safety and supervision.
This required knowledge of local, state and federal legislation pertaining to the
treatment and care of our clients as well as their safety which was to be followed
strictly every day. Unit rules and regulations were also to be followed based on the
policies of Draco Service for providing care for their clients.

Reason For Leaving: I left due to personal reasons involving the death of an immediate family member.

Education

20032003

General Educational Development Diploma

Austin Community College
19992001

Secondary Education

Bowie High School

Hobbies

I enjoy tabletop board games and roleplaying games, as well as travel and experiencing new cuisine with my wife Wendy. In my spare time I like a good book and learning technical hobbies such as programming. Currently I am attempting to learn how to sew, with mixed success.