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Eric J.C. Baker48 Dunbar Street, Yonkers, NY 10710Phone (347) 260-7098Email: eba8ccbe@westpost.net

____________________________________________________________________________________Telecommunications / Customer Support / Supervisor

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* Customer Service Oriented * Repair Technician* Troubleshooting * Customer Resolution* Strong Organizational Skills * Customer Follow-up

____________________________________________________________________________________Professional Experience

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Account Executive/Corporate Trainer 5/2010-presentLuxe Marketing ConceptsTrained new account executives in basic marketing principles.Conducted interviews of potential employees.Sold Verizon FiOS television, telephone and internet service door to door.

Voice/Data Repair Tech 2 5/2006 - 3/2010InfoHighway! Communications/Broadview Networks

Diagnosed and initiated repairs on multiple telecommunications products including resold and UNE-P POTS service, CLEC switched POTS service, VoIP and HPBX POTSservice, voice & data T1's, designed circuits, Lit Buildings, DSL service (bothresold ADSL and carrier provided SDSL) Toll Free service, Long Distance service(both resold IXC services and CLEC provided Switched service) email and voicemail service.Communicated with ILEC, IXC and CLEC technicians providing back-end support.Answered front-end customer repair calls, opened repair tickets while providing

one-call resolution wherever possible.Performed supervisory/team lead duties when asked by management.

Customer Service Supervisor

Managed a team of 9-15 customer service representatives.Handled escalated issues and coordinated with other departments to get resolution.Designed and implemented training program for new representatives.Groomed multiple representatives for advancement within the companyMotivated representatives to achieve and surpass required metricsPerformed scheduling duties for a 30+ representative call center.Monitored progress for representatives, provided positive feedback and construct

ive criticism where needed.

Telecommunications Supervisor 4/2000 - 9/2001Metropolitan Telecommunications, New York, NY

Monitored CSR performance using Nortel Symposium, compiling reports based upon said monitoring.Motivated reps to achieve the company's requested performance level

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Handled escalated situations which could not be resolved by reps.Trained new and existing reps to use the computer programs necessary to performtheir jobs.

Consumer Sales and Service Representative 12/1996 - 12/1998Verizon, Bronx, NY

Answered customer service calls using an ACD multi-line telephoneExceeded increasing sales and service quotas on a monthly basisEstablished new accounts for telephone serviceSold Verizon products and service to new and established customersCoordinated with multiple departments to resolve billing and service issues oncustomer accountsAssisted with training new service representatives and established new work standards and ethicsFurther developed ability to prioritize and complete tasks in a timely fashion

___________________________________________________________________________________Education

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University of Rochester, Rochester, NY - 5/1995BA in Psychology