Jacquice Allen

 

1710 Trinity Heights Drive #904 Arlington Tx 76014  Phone # 682-321-0717 Email: jacquiceallen@yahoo.com

 

 

OBJECTIVE

To obtain a position within the company that will utilize my experience and communication skills for the long-term benefit of the company.

 

 

EXPERIENCE

 

 

04/2015-09/2015 (Temp)  Mitchell Martin (Protection 1)- Tech Support

 

- Assisting field technicians and customers trouble alarm systems.

- Downloading into alarm systems to make changes.

 

 

06/2014-06/2015  Monitronics- Tech Support

 

 

- Assisting customers with technical Troubleshooting steps on alarm systems.

-  Developing reports for product inventory creating trouble tickets to dispatch field technical and taking inbound calls,                              customer service.

- Ordering alarm products and tracking shipments.  Research and improve new technical troubleshooting processes.

-Handling 60-80 calls daily and 20-30 trouble tickets.

 

 

2011-2014  Sprint Nextel Corporation - Technical Support/Social Care Agent/WFM Agent

 

 

^-     Subject matter expert for Technical Support and in issue resolution.

^-     Social Care (Facebook, Twitter, & Sprint.com) Researching accounts, adjusting accounts, de-escalating customers.

^-     Creating and examining trouble tickets. Manage escalations from beginning to end.

^-     Coding/loading schedule changes with IEX, WITNESS, & ASPECT

^-     Technical Troubleshooting for cellular devices, laptops, and tablets. Remote access from device to device, installing software applications.

^-     Handled 90-100 calls for tracking tickets and ticket resolutions.

-      

 

2008-2010 Aegis Communication Group - Traffic Analyst

 

 

-  Floor runner for Workforce Analyst. Call forecasting with aspect.

^-     Customer service agent, customer relations, and collections.

^-     Call forecasting with aspect.

 

 

 

 

2006-2008 Novo-1 (Dispatcher) - Team Lead

 

 

^-     Team Lead, helped others with call flow and training.

^-     Collections on auto claims for GE, started out as a dispatcher for roadside assistance.

^-     Inbound/Outbound calling and billing adjustments. Handling delinquent accounts.

^-     Navigated multiple screens while assisting customer.

 

 

Knowledge

- CST, FDT, AART, Kana, OMA-DM Tool, E-Ticket, Attensity, Zendesk, Log Me-In,Totalview, Icare, Service Trender, Glance,  Network Event Board, Pinpoint Tool, PCCT, Lync, Windows, Live help-now, Microsoft Office (word, excel, power point,)

 

 

EDUCATION

2005- South Grand Prairie High School

 

 

*References upon request