![]() ![]() Relevant Projects: List 2-3 projects you have worked onĮverything you need to write your call center manager resume Relevant Coursework: List coursework taken (even include those you are planning on taking)Īwards/Honors: List any awards, honors or big achievementsĬlubs/Activities: List clubs and activities in which you participated Researched and developed custom software to run on third party equipment, maximizing system up-time.Ĭomplete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years Complete Degree Name (Candidate) – Major (GPA: List if over 3.3) Programmed routers, switches, gateways and Wi-Fi equipment for on-site technicians.ĭesigned and installed Wi-Fi networks at customer facilities. ![]() ![]() Resolved escalated calls from Level 1 support group and addressed WAN and Wi-Fi network outages. Tier 2 Network Operations Center Technician Technology Supported: List all hardware, network, application, peripherals, and software utilized. Provided Tier 1 and 2 help desk troubleshooting assistance, using Track-IT software for ticket logging Met company objectives in managing over xxx support calls per day under strict time constraints Improved stability and performance of system and networks Trained and mentored new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field Promoted to Technical Customer Service Representative due to my exemplary performance reviews, top customer service and technical skills Greatly increased end user productivity by decreasing down time by over 30% Increased end user efficiency by providing software installation, hardware configuration, and application support.ĭocument troubleshooting steps taken and provide information to 2nd level support when needed.įounded and published company bi-weekly newsletter.Ĭlosed more than 10,000 helpdesk tickets involving over 350 unique applications Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements.Įnsured quick and successful problem resolution by phone and email for all employees across XX States. Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale. Reduced average call time to XX seconds for XX calls per hour. Improved team performance by XX% on all customer feedback surveys.Īchieved a XX% adherence to a corporate SLA of XX to close all tickets. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Able to motivate teams and coach underperforming individuals into management potential. Talented Customer Service Manager highly regarded for improving team performance on customer service metrics and SLA delivery. ![]()
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