William Greer
Grayson
Summary
At Windstream, I excelled as a Customer Service Technician, enhancing customer loyalty through empathetic service and expert technical support. My knack for problem-solving and proficiency in telecommunications equipment led to a notable increase in first-call resolutions. Renowned for reliability and effective communication, I consistently delivered solutions that prioritized customer satisfaction and improved service quality.
Overview
23
23
years of professional experience
Work History
Customer Service Technician
Windstream
08.2000 - 11.2023
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Enhanced customer experience with personalized assistance and product recommendations.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
- Increased first-call resolution rates by thoroughly understanding company policies, procedures, and products/services offered.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
East Carter High School
Grayson, KY05.1987
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Service calls
- Inventory management
- Customer needs assessment
- Equipment installation
- Troubleshooting methods
- Service quality standards
- CRM software
- Network systems
- Troubleshooting and diagnosis
- Teamwork
- Problem-solving skills
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Team collaboration
- Calm under pressure
- Verbal and written communication
- Phone etiquette
- Stress tolerance
- Self motivation
Timeline
Customer Service Technician
Windstream
08.2000 - 11.2023
High School Diploma -
East Carter High School
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