Bob Jeffrey Email & Phone Number

Kansas City, Kansas

• IT Systems Engineer of a large enterprise-class environment with thousands of users worldwide.
• 24/7 Support, Desktop and Server Support
• Windows 7/8.1/10, Server 2008R2/2012R2
• Microsoft Office/O365 Support
• IP Phone and Email Setup and Support
• Printer, Router, Switch, AP Setup/ Admin

Lenexa, Kansas

• Handled 80+ customer calls per day concerning billing questions, service requests, and technical support.
• Analyzed accounts for billing errors, up sold products to offer solutions to customer need.
• Structured calls in a way to show empathy and concern to minimize escalations and build rapport.
• Achieved T-Mobile Inner Circle (overall top 1%) by consistently exceeding company goals in calls per hour, sales, first call resolution, and customer satisfaction
• Helped setup and troubleshoot wireless devices across all platforms.
• Educated customers on the use of phones, tablets, wireless cards and hotspots. Reason for Leaving: Center Closed

Manhattan, Kansas

• Senior Customer Support Representative
• Participated in team meetings teaching new devices, products and promotions.
• Answered customer service and escalation requests regarding billing and general inquires.
• Solved or escalated help desk tickets for billing system or computer errors.Retention Representative
• Retained customers by listening, and provided creative solutions.
• Researched competitors’ plans and services and positioned the benefits of our products and services to customers who considered canceling.Customer Service Specialist

It Administration

IT Administrator Program • Technical Competencies: - Installing and supporting Windows 7/2008 in virtual environment. - Installing.

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

Associate'S Degree, Liberal Arts

Activities and Societies: Phi Theta Kappa Honor Society, Academic All-American