Customer Service Representative Resume Colorado Springs, CO - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential, Colorado Springs, CO

Customer Service Representative

Responsibilities:

Respond to customer requests regarding billing, technical and general customer service inquiries.
Assist customers with wireless device configuration, setup, media connection or configuration, porting contact lists, photos, music and media from old to upgraded devices.
Maximize customer satisfaction through expanding their wireless experience by suggesting new products and applications to their benefit.
Identify, research, and resolve customer issues using the application software.
Initiate customer follow - up calls for inquires not immediately resolved and completed call logs and reports.

C isco S ystems

New Products Networking Technical Publications Developer

Responsibilities:

Assess documentation requirements through surveys, interviews with employees and consultation with managers, instructors and customer representatives.
Improved technical documentation through job and task analysis resulting in updates to documentation for procedural clarity.
Organized and wrote user guides, quick start guides, installation and procedure manuals, and course handouts, PowerPoint presentations, lab exercises, and technical order material.
Conducted Train-the-Trainer (T3) courses for Instructors and customer technicians to validate documentation and course materials in the classroom and lab.
Attained T3 and student satisfaction ratings on new documentation and class materials by 95%.

Confidential

Networking Technical Training Publications Developer and Writer

Responsibilities:

Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
Developed technical documentation, materials, and procedures to train users in hardware and software configuration and maintenance.
Constructed a lab providing hands-on technical hardware and software experience.
Conducted theoretical and practical applications of SynOptics networking hardware and software, including fiber optic, Ethernet, and twisted-pair networking using SynOptics concentrators for customer technicians.
Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
Achieved a 93% session satisfaction evaluation on documentation.