Ivory McCauley * Fort Worth, TX * (C) 682-207-9647 (E) imcc1016.im@gmail.com

 

Objective:

 

Obtain a position where I utilize my professional experience to contribute to the company’s growth.

 

Professional Experience

 

Monitronics International April 2014- October 2015

                                                                                                                       Irving, TX

Customer Technical Support Associate

 

• Analyze, troubleshoot, and resolve difficult issues for onsite technicians and clients.

• Provide Excellent Customer Quality Service & Support.

• Interacting with Onsite Service Providers to better the client experience.

• Resolving hardware and software technical issues while promoting company product sales.

• Shadowing coach for new hire trainees.

 

 

Dell Inc.     August 2007 – October 2013

                                                                                                          Oklahoma City, OK

Phone Printer Technician/ Data Entry Clerk/ Call Routing

 

• Analyze, troubleshoot, and resolve difficult issues for onsite technicians and clients.

• Provide support training, motivating, and inspiring the client and new hire classes.

• Interacting with Onsite Service Providers to better the client experience.

• Resolving hardware and software technical issues with professional written and phone communications by implementing my best practices.

• Case Management with the Escalations Team.

• Commercial saves of an estimated $250k in 7 months preventing order shipment duplications.

• Collaborate on specialized projects and the rewrite of the quality training for Soft Skills.

• Monitored multi line telephone calls, filed, faxed documents, kept records and designed flyers.

• B2B sales and Outbound/Inbound Sales- consistently met quota and sales goal per quarter.

• A+ Certification, Windows XP, Microsoft Office, Word, Publisher, PowerPoint

------------------------------------------ Profile ------------------------------------------------

Early Childhood Development Ashford University – Current Online Studies

Secretarial Technology Metro Technology - Oklahoma City, OK

 

 

REFERENCES AVAILABLE UPON REQUESTS