Chaka S. Email & Phone Number

United States

Atlanta, Ga

Assures the Customer Experience exceed expectation when it comes to the Service provided by my Customer Success team.Maintains business relationships with Major iTank distributors, Alarm dealers & the Central Stations to ensure collaborative partnerships are built to assist our Alarm dealers & or iTank Distributors.Identify areas of improvement with Uplink & or iTank products & services. Assist in creating & implementing solutions.Implement solutions including full documentation… Show more Assures the Customer Experience exceed expectation when it comes to the Service provided by my Customer Success team.Maintains business relationships with Major iTank distributors, Alarm dealers & the Central Stations to ensure collaborative partnerships are built to assist our Alarm dealers & or iTank Distributors.Identify areas of improvement with Uplink & or iTank products & services. Assist in creating & implementing solutions.Implement solutions including full documentation (SOP) & training as required.Monitor the progress & achievement with the Customer Experience use performance metric reports & by taking corrective action in a timely manner. Insure the Uplink & iTank Activation Support Team is effective & efficient in exceeding the needs of our deals & distributors through the use of appropriate professional growth strategies for the purpose of actively working to create an accomplish Support department.Configure Uplink & iTank device to existing accounts dealer & or distributors new & or existing accounts. Collaborate with our Finance team with billing maintenance for past due Uplink & or iTank accounts.Troubleshoot Uplinks units, iTank probes, Karr Track auto trackers & Mobile Guardian devices auto search devices. Show less

San Diego Metropolitan Area

Provided first-level leadership to the Tier 0, Tier 1 & Tier 2 Uplink & iTank support teams which includes employee training, policy development & writing SOPs. Analyzing & improving the customer experience processes by creating competitive advantages by putting the customers first. Assisting alarm installers with Uplink security units such as fire panels, burglar alarms, low voltage lines, etc. Updated NPI's & RCA. Applies telecom expertise, skills, & knowledge effectively in solving POTS line… Show more Provided first-level leadership to the Tier 0, Tier 1 & Tier 2 Uplink & iTank support teams which includes employee training, policy development & writing SOPs. Analyzing & improving the customer experience processes by creating competitive advantages by putting the customers first. Assisting alarm installers with Uplink security units such as fire panels, burglar alarms, low voltage lines, etc. Updated NPI's & RCA. Applies telecom expertise, skills, & knowledge effectively in solving POTS line replacement solution & associated equipment issues throughout the MarketSpark. Installs telecom cabling & components when required for new installs, upgrades, or to repair faults. Configures lines for users with MarketSpark devices with Specialty lines having technical problems. Applies new & maintains existing labels at all start, patch, & endpoints of the telecom infrastructure. Maintains an accurate database of all telecom infrastructure start, patch, & endpoints. Within general guidelines, manages assigned tasks based upon severity, workflow, & time constraints. Maintains courteous rapport, friendly customer relations, & communicates with users at their level of understanding Works with other Tier 0, Tier 1 & Tier 2 to resolve related technical issues as require. Perform analyzation, isolation, & restoration of customer’s assets. Show less

Assures the Customer Support Team is effective and efficient in meeting the needs of our customers through the use of appropriate professional growth strategies for the purpose of actively working to create an accomplish Support department.Activate and program Uplink & iTank units to existing accountsCreate new accounts.Assist finance with billing maintenance for Uplink & iTank accounts.Troubleshoot Uplink products and services, iTank, Karr Track auto trackers and Mobile… Show more Assures the Customer Support Team is effective and efficient in meeting the needs of our customers through the use of appropriate professional growth strategies for the purpose of actively working to create an accomplish Support department.Activate and program Uplink & iTank units to existing accountsCreate new accounts.Assist finance with billing maintenance for Uplink & iTank accounts.Troubleshoot Uplink products and services, iTank, Karr Track auto trackers and Mobile Guardian devices auto search devices.Maintains effective working relationships with dealer and the central station for the purpose of actively working to build healthy partnerships.Identify areas of improvement in the company and assist in creating and implementing solutions.Implement solutions including full documentation and training as required.Monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner. Show less

Supervise Customer Support GroupAssist with First Tier Tech support for Uplink products and services.Assist customers with new account inquiriesActivate Uplink units to existing accountsProvision SIM cards for corporate accountsMaintain spreadsheets in MS Excel for major productsCorrespond with customer concerning trouble shooting issues with Mobilelock (SME), Sitelock (SME), Uplink, SIM and U-traqProject Management Reconcile and Correspond with customers via… Show more Supervise Customer Support GroupAssist with First Tier Tech support for Uplink products and services.Assist customers with new account inquiriesActivate Uplink units to existing accountsProvision SIM cards for corporate accountsMaintain spreadsheets in MS Excel for major productsCorrespond with customer concerning trouble shooting issues with Mobilelock (SME), Sitelock (SME), Uplink, SIM and U-traqProject Management Reconcile and Correspond with customers via Fax, Email and Phone Calls regarding billing and servicesAnswer incoming phone calls from customer regarding servicesCreate billing profiles for New Airdesk customers (SIM)Program and Activate SIMS card for customer using US Cellular, Videofied (SME), AT&T, Telenor, and SprintManage Customers accounts (Provisioning) with changes to accountsAssist customers with bill consolidation with Numerex for all products.Trained to active and trouble shoot Karr Track and Mobile Guardian devices auto search devicesTroubleshoot and Program Mobile Lock devices (SME)Train new employeesCorrespond with US Cellular, AT& T and Sprint concerning servicesReceive inbound calls Show less

Dispatch furniture assembly order to field techsTrained new employeesSupervised over 70 employeesPlaced sales orders for furniture assemblyCreated faxing system for DispatchersUtilized maps and internet (Map point, DOT, Map Quest) to find geographical locations.Dispatched for 13 statesBack up dispatcher for the NE 9 states

Bachelor Of Engineering (Beng), Computer Systems Networking And Telecommunications (Cisco)

Diploma, Computer Science