Eric J.C. Baker

48 Dunbar Street, Yonkers, NY 10710

Phone (347) 260-7098

Email: ebaker119@gmail.com

Professional Experience

 

 

GPS Provisioning Specialist

10/2011-Present

●       Program and activate GPS Tracking devices.

●       Create and manage customer accounts on GPS tracking platform.

●       Create, update and maintain SIM card database for GPS trackers and customer accounts

●       Complete quarterly reconciliation of billing database for GPS trackers.

●       Assist 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.

●       Answered customer inquiries in a friendly informative manner.

●       Responded and resolved a high volume of Telephone and E-mail inquiries.

●       Conducted online research when necessary.

●       Calmed down frustrated customers while maintaining a patient and professional attitude.

 

Account Executive/Corporate Trainer                                                                  5/2010-8/2010

Luxe Marketing Concepts

●       Trained new account executives in basic marketing principles.

●       Conducted interviews of potential employees.

●       Sold Verizon FiOS television, telephone and internet service door to door.

 

 

Voice/Data Repair Tech 2                    

5/2006 – 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 when asked by management.

 

Customer Service Supervisor

7/2002 - 2/2006

Bridgecom International/Broadview Networks

 

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

●        Handled escalated issues and coordinated with other departments to get resolution.

●        Designed and implemented training program for new representatives.

●        Groomed multiple representatives for advancement within the company

●        Motivated representatives to achieve and surpass required metrics

●        Performed scheduling duties for a 30+ representative call center.

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

 

 

 

 

Customer Service Supervisor                    

4/2000 - 9/2001

Metropolitan Telecommunications, New York, NY

 

●        Monitored CSR performance using Nortel Symposium, compiling reports based upon said monitoring.

●        Motivated reps to achieve the company's requested performance level

●        Handled escalated situations which could not be resolved by reps.

●        Trained new and existing reps to use the computer programs necessary to perform their jobs.

 

 

 

Consumer Sales and Service Representative                

12/1996 - 12/1998

Verizon, Bronx, NY

 

●       Answered customer service calls using an ACD multi-line telephone             

●       Exceeded increasing sales and service quotas on a monthly basis              

●       Established new accounts for telephone service              

●       Sold Verizon products and service to new and established customers             

●       Coordinated with multiple departments to resolve billing and service issues on customer accounts             

●       Assisted with training new service representatives and established new work standards and ethics              

●       Further developed ability to prioritize and complete tasks in a timely fashion.

 

 

Education

 

 

University of Rochester, Rochester, NY                                                                             5/1995  

●        BA in Psychology