AS a BWTS Technical Representative II
Answered inbound calls from internal and external customers and used skills to deescalate customer issues related to Sprint/Nextel products.
Retained our valued customers by resolving their technical issues and addressing their product concerns through effective first call resolution.
Provided quality technical support to our business customers on the go.
Submited Clarify trouble tickets to our network engineers when necessary.
Deescalated customer situations through empathy and by effective resolutions to their problem.
Assisted with providing general tutorials to customers to better utilize the phones
Appointed to Department Floor Support because of my vast knowledge of our two wireless networks and the ability to help my peers by answering questions from BWTS Technical Representatives and taking supervisory calls when the supervisors were not available.
