robert grimes resume june 2015 linkedin
TRANSCRIPT
Robert Grimes [email protected]
Qualification Highlights
• 16 years of Tier 1 & Tier 2 support, experienced in IT help desk/customer interaction experience, per-formed multiple tasks while maintaining individual focus, made independent decisions, negotiated resolutions and resolved issues beneficial to both the company and the client
• As a T2 Senior Adviser performed as a floor walker/trainer assisting agents with inbound calls, trained new agents to grow their knowledge base and educated how to project a positive customer experi-ence while following call handling guidelines, taught how to use dBases, office programs & tools
• Performed trouble-shooting on Mac and Windows including connectivity, networking, installing/unin-stalling/upgrading and configuration and repair via phone, webchat, email and remote connect
• Discussed and executed complex orders based on customers needs and followed up on orders to make sure errors did not occur or were resolved immediately so as not to affect the customer
• Consulted with customers on issues and/or concerns with products and/or services by asking appro-priate and relevant questions to identify customer needs while establishing rapport, utilized customer feedback to document bugs and offer constructive feedback for engineers
• Worked in both retail environments and call centers, utilized online training systems to keep skills up-dated and hone my knowledge of products & services so as to provide superior customer service
• Experienced with Centrex, SoftPhone, SNAK, GCRM and ticketing/tracking systems, audited calls waiting, agents on call, and various statuses via RTA in order to monitor customer serviceability
Professional Experience
• Promoted to positions of increased responsibility with a history of productivity; garnered various awards and commendations through my customer service skills and superb research abilities
• Managed and supervised 2-4 canvassers in the field, raised funds and awareness for progressive campaigns such as ACLU and SPLC, also set goals according to individual staff performance, trained and supervised field staff, improved canvassing skills and motivated staff to perform well
• Detail-oriented, customer-focused and a superb multi-tasker, trained to resolve issues and avoid fu-ture complications, effectively and efficiently responded to customer telephone inquires about prod-ucts, services and plans as well as processed transactions and payments
• Resolved Mac OS X issues from command line troubleshooting to individual application failures and sussed out Windows complications ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, handled billing issues as well as full and amortized bills
• Managed and coached over 20 people in the pizza and video/DVD industries for over nine years, in-cluding over 9 years of accounting and inventory management and analysis to maintain accuracy in costs, accounting and loss prevention
Robert Grimes [email protected]
• Tested, diagnosed, analyzed and located trouble on DSL, T1 & T3 lines, advised plant techs on equipment to use, settings, voltages and frequencies for equipment installations, tested lines to deter-mine signal loss and to ensure all equipment was in working order
Employment History
Grassroots Campaigns Inc., Sacramento, CA Aug 2014 - Oct 2014Canvasser/Field Manager
In-Home Care, Sacramento, CA Oct 2011 - Sep 2014Home Care Provider
Apple Inc., Sacramento, CA Feb 2009 - Oct 2011Senior Adviser
Volt Technical Services, Sacramento, CA Oct 2007 - Feb 2009Senior Adviser (Temp for Apple Inc.)
United States Postal Service, West Sacramento, CA May 2007 - Aug 2007Mail Handler
HomEq, North Highlands, CA May 2006 - May 2007Customer Service Representative 2
AT&T Wireless, Rancho Cordova, CA Oct 2004 - May 2006Retention Representative
SBC, Sacramento, CA Oct 1995 - Dec 2003Testing Technician
Education
Sacramento City College, Sacramento, CA June 1989A.A., Criminal Justice
California State University Sacramento, Sacramento, CA June 1995Political Science/Journalism (One Semester Short)
AlisonDiploma, Customer Service Nov 2014Diploma, Accounting and its use in Business Decisions Mar 2015Diploma, Accounting; Core Practices and Theory Apr 2015Diploma, Understanding Your Customers To Drive Sales Apr 2015
Skills
Robert Grimes Cell: 916-826-2584
[email protected] www.linkedin.com/in/mrrobertgrimesDetail-orientedSkilled multi-taskerAdaptive team playerEnergetic work attitudeStrong problem solving abilitySuperb PC skills, Word, Outlook, Excel
Excellent communication skillsHigh Customer Service standardsFocused on customer satisfactionWell-developed active listening skills Critical problem analysis/resolution skillsExemplary Mac skills, Word, Mail, Numbers