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- 1. Erin Gunn Tech Support and Customer Service Guru Tallahassee, FL Eazieeg23@yahoo.com - 8505366717 To obtain a position with your company by utilizing my skills that are listed below. WORK EXPERIENCE Tier 1 Technical Support Advisor Apple/Concentrix - Tallahassee, FL - July 2015 to Present Responsibilities Answer technical support phone calls pertaining to all devices included but not limited to Mobile, and desktop devices in a virtual call center atmosphere using Apple technology hardware and software. This support is included, but not limited to troubleshooting device functionality, booking appointments for Genius Bar reservations, surveying stats, and also performing various tasks for several departments from day to day under the Apple support umbrella. This job requires that I maintain call quality metrics at a minimum of meeting the expectation. All call stats and metrics closely monitored by management and calculated on a monthly basis. Accomplishments I was approved for several departments including accomplishing Account Security certification to handled Pricacy protected customer accounts and resolving issues that pertained to said accounts. I received several perk prizes for maintaining top level stats by management, and also received a few gift cards as reward for my services. Skills Used An advanced understanding of high level technical processes, and software platforms linked with Apple products and programs. Also demonstrated over 9 years of technical experience and customer service skill sets, as well as exhibiting knowledge of organizing and providing detailed accounts of each customer contact for accurate archiving purposes. I have a typing speed of over 68 wpm, and over 10 years in customer service experience, which I utilized on every contact to solidify a positive business to consumer relationship. SpeakWrite Transcriptionist AT&T IRU - March 2014 to March 2015 Responsibilities include Transcribing audio to text and video to text files for third party client companies. Transcribing includes proper professional identification of all parties contained in the audio, and following procedural instructions required by the client in regards to the pre-recorded audio or video file. It is then submitted to an auditor team, reviewed, and accepted upon passing speculation and protocol guidelines. Transcribing occurs for the following categories: • General • Non-medical • Legal Care Agent/Resource Agent AT&T IRU - January 2014 to March 2015
- 2. Duties include but not limited to taking customer contact phone calls regarding issues, concerns, or renewal of wireless service with the project client, AT&T • Giving business and profile account resolutions to agents assisting customers via live chat and email software • Assists customers by way of supervisor takeovers, callbacks, commitments, adjustments, etc Work at Home Agent NextWave Advocacy, LLC - January 2013 to March 2015 01/2013-03/2015 Grassroots Outreach Team Consultant/Partnership Fighting Chronic Disease/ Coalition for Medicare/Medicaid Choices • Duties for the Grassroots Outreach Team include rallying to interested and like-minded individuals the benefits of joining the cause to prevent a shortage on political funding to the Armed Forces and the Department of Defense • Providing informative and extensive, educational details on political matters pertaining to the U.S as well as on a global scale • Documenting feedback, questions, concerns, collective data for future analysis of this subject matter • Diligently answers phone calls, provides feedback • Assists in the construction of written correspondence to state elected officials regarding the matter stated above Wal-Mart Customer Care Agent Wal-Mart Call Center - Hattiesburg, MS - September 2010 to October 2014 Extensive experience with customer service, including incoming and outgoing calls, functioning skills in Microsoft Excel, phoning agents, emailing templates, and responsive completion of customer requests, including editing and change requests of customer orders made via the provide resource systems. • Also obtained knowledge in several departments (specifics listed above) The Above named associate has the extensive experience in the following departments: • Walmart.com Online and Offline Contacts and Issues • Bulk Shopping Card Offline and Online Contacts and Issues • Great Value Private Brand Offline and Online Contacts and Issues • Marketside Private Brand Offline and Online Contacts and Issues • World Table Private Brand Offline and Online Contacts and Issues • Better Homes and Gardens Private Brand Offline and Online Contacts and Issues • 800 Wal-Mart Customer Care Online and Offline Contacts and Issues • 800 Wal-Mart-Follow Ups, A (Associate)-Care and administering managerial notifications to ensure that a customer call back assurance experience is met • Private Brand (Great Value, Marketside, World Table, etc) Follow Up phone contacts and customer callbacks Independent Contractor Promotions - Tallahassee, FL - 2014 to January 2014 Outbound Sales Agent Promotions - October 2012 to January 2014 Duties included but not limited to outbound calling to current and/or newly registered customers, order management, order placement, catalog distribution request fulfillment, upselling, and sales documentation • Fulfillment of customer callbacks/appointments, has extensive knowledge in several catalog retail campaigns including but not limited to clothing and winter ware, as well as several other clothing and retail companies
- 3. • Utilizes the capability to "think on your toes", and attach "personality" to the customer contacts to further enhance that a customer satisfaction experience is guaranteed, as well as maintain the ability to increase sales amounts to contribute to a participated weekly quota Independent Contractor NexRep - Hattiesburg, MS - October 2012 to October 2012 Pharmacy Service Associate Photo Tech - May 2008 to September 2008 Operating drive thru and indoor prescription window, stocking pharmaceuticals, and editing of patient information, cashier transactions, returns, refunds, and exchanges • Providing information facts to customers regarding the registration process of filling a prescription, drop offs, requirements, etc. • Provided the customer/patients with information regarding the status of their prescriptions in terms of a timeframe necessary for them to retrieve medication. • Operating photography equipment, maintenance, bookkeeping of logs and manuals, customer service, and cashier transactions. • Highest percentage of customer rated service within my store • Obtained extensive knowledge of how to generate a positive hands-on customer experience within the store as well as by communicating over the phone. • Enjoys learning new processes and developmental upgrades that are pertinent in extending the knowledge needed to provide the upmost customer service and satisfaction. Photo Tech CVS - Hattiesburg, MS - February 2010 Wal-Mart Customer Care Representative Photo Tech - Hattiesburg, MS - September 2008 Walmart.com Call Center in Hattiesburg, MS 9/22/08-01/2009 • Extensive experience with customer service, including incoming and outgoing calls, functioning skills in Microsoft Excel, phoning agents, emailing templates, and responsive completion of customer requests, including editing and change requests of customer orders made via the Walmart.com Website. Cashier CVS/Pharmacy - Gulfport, MS - December 2005 Assisted in providing the customers with knowledge pertaining to the store's stock, pharmaceutical product information, primary cold and flu care, and department information. • Provided customers with information that pertains to the making and enjoyment of processing, editing, and printing digital photos using the equipment kiosks that were available. • Processed, distributed, and cropped photos upon customer request. • Assisted with maintenance of the CVS/Pharmacy facility in its entirety that was included but not limited to janitorial duties, stocking, straightening of the products and ringing up sale purchases including returns, and exchanges. • Creating display models and editing price changes within the store for accurate upkeep. EDUCATION Bachelor's in Music Production and Sound Design for Visual Media Academy of Art University - San Francisco, CA 2013
- 4. Bachelor's in Music Composition University of Southern Mississippi - Hattiesburg, MS August 2007 Diploma Harrison Central High School 2007 ADDITIONAL INFORMATION • Over 15 years of music composition experience, ear training, and notation coordination • 3 years of independent and freelance sound design and music production • 3 years of freelance transcribing audio to text and video to text • 7 years of website and content evaluation review with several pay per task/review companies Customer Satisfaction Experience • Works exceptionally well with customers and associates either by phone or in person • Has a determination to solve a problem despite the timeframe that may pose an inconvenience • Has much experience with providing resolutions to issue of a small and/or large magnitude • Has the ability to stay calm in dire situations where a resolution must be met • Provides a professional attitude and way of speaking to customers so that they may understand and be comfortable with speaking to a member or personnel who seems knowledgeable at all times • Very quick learner and maintains the ability to execute any job requirements on demand Communications and Technical Experience • Has much experience and succession with verbal, written, and technological communications • Has extensive experience with the operations of manual and auto machinery, 6 years specializing in computer maintenance, repair, operations, and functioning • Has over 10 years of experience included but not limited to programs such as Microsoft Excel, Word, PowerPoint, Host Systems, Microsoft Operations, Computer Task Execution, rebooting techniques, Printing, scanning, faxing, DOS command system, Mac-OS (Tiger-Yosemite), several platform operation systems on Windows from 98'-present (Windows 10) • Has extensive experience in transcribing software included but not limited to: ExpressScribe, TypeEasy, Transcriber Pro, DragonDictate Leadership Qualifications • Is highly qualified to lead as well as to follow company policies, instructions, adhere to suggestions, and abide by the processes in which this company conducts its business • Listens attentively to the issues, demands, and requests of associates as well as customers and will not hesitate to find a solution that will serve its purpose to fit the motivation of the entire party • Has the potential, motivation, and determination to execute a managerial position to the best of one's ability • Has open availability and willingness to assist with customers and company shortcomings whenever possible, included but not limited to after hours of service when needed. • Has the capability to work as an individual, and the flexibility to work as part of a group on several projects, campaigns, etc. • Takes the initiative to complete work as soon as possible without delay
- 5. • Has the often exercised ability to work in a fast paced environment, whether it be in a "Work at Home" setting, office setting, or call center atmosphere. Other Skillsets and Qualifications • Have worked with several survey and evaluation companies, assisting them with data or statistics collections included but not limited to customer satisfaction, data entry, popularity and usage, functionality of equipment, etc • Has worked as a Resource Lead Agent with Working Solutions assisting agents with issues, topics, concerns, questions etc, service as a guide for them to reference should they require supervisor assistance. • Has years of extensive experience in content review for video, music, websites, graphic and transcription review