Brian Spinks Email & Phone Number

T-Mobile Usa, Frisco, Texas

T-Mobile Usa, Frisco, Texas

PROFESSIONAL EXPERIENCET-Mobile USA, Frisco, Texas 2006 - CurrentTier3 Technical SpecialistKey contributor to winning “J.D. Power’s Award” for Customer Service in Wireless industries 10 times out of 12 years.Answer 20-30 calls per day and deliver exceptional customer service to build customer satisfaction, and loyalty with a handling time of 12 minutes per call.Exceeded customer satisfaction survey with a score of 5.50 out 6.00 VOC for the last 12 months.Ensure a swift resolution of customer issues to preserve customer loyalty while complying with company policies and procedures.Support Customer Care in time of need by answering calls pertaining to, coverage, and network related issues.Traveled to Canada, Argentina, to train Service Partners, and setup new Call Centers.Served temporarily as third level escalation in the Technical Support Progression, while assisting the Manager in daily work allocation, and acting as a resource for team members, including handling and resolving escalated calls.Train, monitor, and act as a Subject Matter Expert for new representatives when they leave classroom training environment.Troubleshoot all technical inquiries regarding network coverage issues, devices such as Android, Blackberry, and phone first devices, for quick, prompt and a One-Call Resolution (OCR).

Concord, Ca.

Trained 40 Specialists on Electronic Point-of-Sale (POS) Equipment in a classroom setting.Developed a “Quick Knowledge Base System” to assist specialist.Evaluated employee’s using “Kirkpatrick’s Reaction Evaluation Model 1.”Implemented the Training & Procedural Guides for all levels of Specialists.Conducted highly, effective classroom sessions, and hands-on training encompassing software, hardware, and satellite communications.

Concord, Ca.

Chosen out of 38 employees to assist Fujitsu & Dresser Wayne technicians in the installation, and upgrading of the Chevron Nucleus NT Systems to Windows XP Operating System.Provided technical support for approximately 10,000 of Chevron’s Retail Electronic Point-of-Sale (POS) Equipment in a cost controlled environment.Analyzed resolve complex, and chronic problems involving system failures of hardware, software, communication devices, printers, dispenser card readers, pump controllers, data interface, back office systems, carwash controllers, and tank level monitors.Led Retailers through troubleshooting process quickly, and efficiently to minimize sale disruptions, and down time.Provided training for procedural problems associated with terminal functionality.