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Skills

  • Escalation reduction techniques
  • Customer service
  • Enterprise account support
  • Data recovery
  • Process improvement
  • Mobile device configuration and activation
  • Supervision
  • Relationship development
  • Communications
  • MS Office

Work Experiences

  • Achieved President's Club for exemplary customer service.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Collaborated with the Project Management team to meet activation milestones for metric, completing on schedule and under budget.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved an activation success rate of 17%.
  • Collaborated with the project management team.
  • Aligned Activation Support with company goals.
  • Increased company revenue by 18% beyond two years targets by upselling products and services.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Described system solutions to customers to aid in problem resolution.

Summaries

  • Achieved 55% faster resolution times.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Activation Support Technician with a 11-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Addressed activation challenges.
  • Achieved 68% positive customer feedback.
  • Promotes process improvement and team leadership skills that are dynamic.
  • Achieved a 57% decrease in support ticket volume.
  • Advanced expertise in improving network stability.
  • Effectively troubleshoots and resolves issues on its own.
  • Activation Support Technician is a multi-talented Activation Support Technician who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Drafted company-wide best practices for mobile device configurations that were implemented across 6 locations, leading to 54% improved activation accuracy.
  • Enhanced activation reporting accuracy by implementing automated data extraction tools, providing insights that led to process improvement initiatives.
  • Established a feedback loop with customers to address product activation hurdles, resulting in enhancements that led to 48% fewer escalations.
  • Contributed to the improvement of company-wide activation processes, leading to a 18% increase in efficiency within three years.
  • Responded promptly to high-priority activation cases, maintaining an SLA compliance rate of 27% % over the past year.
  • Played a pivotal role in launching process, offering activation support that contributed to a 4% boost in customer satisfaction.
  • Collaborated closely with cross-departmental teams to create technical Activation Support guides, reducing ticket resolution time by 5 hours.
  • Designed a structured troubleshooting process to streamline mobile device activation, reducing overall customer wait time by 17 minutes.
  • Worked through a backlog of 16 activation support tickets, driving case closure rate improvement by 49% in less than two years.
  • Successfully assisted in initiative, contributing to 62% reduction in activation-related issues and an increase in operational efficiency.

Affiliations

  • The Wi-Fi Alliance Membership
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Association of Technical Support Professionals (ATSP)
  • CompTIA Membership
  • Society of Human Resource Management
  • Project Management Institute
  • Society of Cable Telecommunications Engineers (SCTE)
  • Customer Success Association (CSA)
  • Customer Experience Professionals Association (CXPA)
  • Professional Association for SQL Server (PASS)

Certifications

  • Juniper Networks Certified Associate - Junos (JNCIA-Junos)
  • CompTIA A+ Technician
  • Certified ScrumMaster (CSM)
  • VMware Certified Professional - Digital Workspace (VCP-DW)
  • CompTIA A+ Certification
  • CompTIA Network+
  • ITIL Foundation Certification
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Citrix Certified Associate – Virtualization (CCA-V)

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