Eric J.C. Baker

48 Dunbar Street, Yonkers, NY 10710

Phone (347) 260-7098

Email: ebaker119@gmail.com

Professional Experience

 

GPS Provisioning Specialist10/2011-12/2015

BrickHouse Security

●        Created and implemented system to update and maintain SIM card database for GPS trackers and customer over 20,000 accounts.

●        Program and activate GPS Tracking devices.

●        Responsible for the creation and management of customer accounts on GPS tracking platform.

●        Complete quarterly reconciliation of billing database using Microsoft Excel and Google Docs for GPS trackers.

●        Serve as escalation point for Customer Service and Technical Support in supporting the GPS tracking platform.

 

Technical Support    11/2010-10/2011                                                                                              

BrickHouse Security

·   Provided end user support for security related electronic devices.

●       Provided excellent customer support through interacting with customers and answering their inquiries.

●       Responded and resolved a high volume of telephone and e-mail inquiries regarding product use and applications.

●       Conducted online research to assist customers to issue resolution.

●       Experienced in conflict resolution in a customer service environment.

 

Voice/Data Repair Tech 25/2006 – 3/2010                 

InfoHighway! 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 POTS service, voice & data T1’s, designed circuits, Lit Buildings, DSL service (both resold 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 as required.

 

Customer Service Supervisor7/2002 - 2/2006

Bridgecom International/Broadview Networks

 

●        Managed a team of 9-15 customer service representatives.

●        Handled escalated issues and coordinated with other departments for resolution.

●        Designed and implemented training program for new representatives.

●        Served as mentor for multiple representatives for advancement within the company

●        Provided leadership and motivated representatives to achieve and surpass required metrics

●        Responsible for scheduling for a 30+ representative call center.

●        Monitored progress for representatives, provided positive feedback and constructive criticism where needed.

 

Education

 

University of Rochester, Rochester, NY                                                                             1995  

BA in Psychology