San Jose, California, United States
Highlights: • Organized and trained new workforce at newly offshored customer service center in Hyderabad, India. • Provided seamless support to ever expanding customer base as a result of multiple Oracle acquisitions. • Participated in a new project development group at Hewlett Packard that resulted in higher volumes of product orders. • Member of a technical services and support team at AT&T Broadband which was recognized for providing exemplary customer care. • Promoted new programs for TCI Cablevision and frequently overcame customer resistance to purchasing new products. • Managed and trained employees while at AT&T Long Distance. • Awarded 1st place in sales every quarter as a sales/service representative for AT&T Long Distance.
• Duties include answering high volume of incoming calls, routed calls, and taking care of service tickets created by customers on the web. • As a member of the Support Organization, I deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non – technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. • As a primary point of contact for Customers, I’m responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Interacted with vendors and end users to approve or deny bid requests per HP terms & conditions. • Described program dynamics to resellers and distributors. • Respond to customer inquiries and provide resolution based on eligibility. • Research the eligibility of end users in qualifying for marketing rebate. • Assigned and controlled passwords for reseller’s access to HP website.
• Lead AT&T’s roll out program for local phone services via cable networks. • Monitored technical difficulties, outages, and provided customer care. • Interfaced with Pac Bell for customer’s directory listing in white pages.