Eli Goss Email & Phone Number

Ridgeland, Mississippi, United States

•Participate on multiple project teams during project lifecycles.•Analyze specifications and identify interaction with other systems. Develop a comprehensive test plan for system specifications and work with project team members to resolve any issues identified during the creation of such plan.•Execute test plans and communicate results to project teams. Follow-up on outstanding issues and obtain final sign-off on test results and on test plan completion.•Analyze and test production defect fixes in the testing queue to ensure resolution meets the original specifications of the system and does not adversely affect other systems.•Provide time estimates for testing such changes and final sign-off for deployment to production.•As necessary, create and execute comprehensive test plans for vendor upgrades to existing applications. Actively report system issues through ticket creation and monitor to completion.•Continually receive training on new and existing systems.•Visit operational areas to better understand end-user use of systems.

Ridgeland, Mississippi, United States

•Participate on multiple project teams during project lifecycles.•Analyze specifications and identify interaction with other systems. Develop a comprehensive test plan for system specifications and work with project team members to resolve any issues identified during the creation of such plan.•Execute test plans and communicate results to project teams. Follow-up on outstanding issues and obtain final sign-off on test results and on test plan completion.•Analyze and test production defect fixes in the testing queue to ensure resolution meets the original specifications of the system and does not adversely affect other systems.•Provide time estimates for testing such changes and final sign-off for deployment to production.•As necessary, create and execute comprehensive test plans for vendor upgrades to existing applications. Actively report system issues through ticket creation and monitor to completion.•Continually receive training on new and existing systems.•Visit operational areas to better understand end-user use of systems.

Ridgeland, Mississippi

•Enter appropriate and accurate information into the customer management system and complete supporting documentation during the customer contact.•Work with manager to identify common issues and compile root causes for escalation and prioritization for process improvements.•Maintain and deliver on SLAs including but not limited to: average handling time, issue completion time, idle, and average hold time.•Have full knowledge of all customer-impacting departments, internal products, features and services, and paths to issue resolution with a sense of urgency “all hands on deck” environment.•Assist with qualifying customer for LifeLine Assistance•Adding LifeLine Assistance to account once qualified by the Accounting Department•Lead interactions with other departments reporting issues, aggressively pushing for quick and accurate issue resolutions, and keeping the touch point updated on the status from inception until resolution.•Assist with promotion and coupon issues•Help with porting in numbers from other service providers•Assist with point of sale errors and defects•Provide consistent, accurate, and timely information to the field as part of a support group.•Respect for our internal and external customers

Ridgeland, Ms

•Answer incoming calls and work tickets from the company Consumer Solutions Center•Enter appropriate and accurate information into the system•Complete supporting documentation during customer contact•Contribute to achievement of company customer retention goals•Take ownership of each call to diagnose network or equipment issues effectively and efficiently•Complete all troubleshooting steps and complete escalation forms if necessary•Enhance customer service by resolving moderately and highly complex issues reported by Customer Care, Roaming, Network Technicians, retail stores and other areas of the company•Work with Tier 3 Groups to resolve customer issues•Report network issues to help eliminate any negative customer experiences

Ridgeland, Ms

•Answer incoming calls and work tickets from the company Consumer Solutions Center•Enter appropriate and accurate information into the system•Complete supporting documentation during customer contact•Contribute to achievement of company customer retention goals•Take ownership of each call to diagnose network or equipment issues effectively and efficiently•Complete all troubleshooting steps and complete escalation forms if necessary•Enhance customer service by resolving moderately and highly complex issues reported by Customer Care, Roaming, Network Technicians, retail stores and other areas of the company

Madison, Mississippi

•Managed customer flow•Entered customers in order into wait queue •Ensured customers were being helped in a timely manner•Assisted customers with account questions•Assisted customers in making payments face to face and on payment kiosks•Greeted customers when entering into retail location•Assisted sales reps with general questions, store policies and procedures•Worked with customer care in resolving customer issues•Explained monthly plans, features and the charges associated with the plans and features•Explained coverage areas and any charges related to those areas•Resolved billing issues and explaining monthly charges•Checked in inventory using inventory system•Transferred inventory to other retail locations•Handled cash transactions•Trained customers on using smartphone•Set up email for customers•Troubleshoot issues such as not sending/receiving emails•Operated and balanced cash drawer•Opened and closed retail store•Prepared nightly bank deposits

Jackson, Mississippi

•Assisted customers with accounts •Assisted customers in making payments face to face and on payment kiosks•Worked with customer care in resolving customer issues•Explained monthly plans and features and the charges associated with the plans and features•Explained coverage areas and any charges related to those areas•Resolved billing issues and explaining monthly charges•Checked in inventory using inventory system•Transferred inventory to other retail locations•Handled cash transactions•Trained customers on how to use phones and data devices•Operated and balanced cash drawer•Opened and closed retail store•Prepared nightly bank deposits

Ridgeland, Mississippi

•Assisted customers with accounts •Assisted customers in making payments face to face and on payment kiosks•Worked with customer care in resolving customer issues•Explained monthly plans and features and the charges associated with the plans and features•Explained coverage areas and any charges related to those areas•Resolved billing issues and explaining monthly charges•Checked in inventory using inventory system•Transferred inventory to other retail locations•Handled cash transactions•Trained customers on how to use phones and data devices•Operated and balanced cash drawer•Opened and closed retail store•Prepared nightly bank deposits

Madison, Mississippi

•Assisted customers with accounts •Assisted customers in making payments face to face and on payment kiosks•Worked with customer care in resolving customer issues•Explained monthly plans and features and the charges associated with the plans and features•Explained coverage areas and any charges related to those areas•Resolved billing issues and explaining monthly charges•Checked in inventory using inventory system•Transferred inventory to other retail locations•Handled cash transactions•Trained customers on how to use phones and data devices•Operated and balanced cash drawer•Opened and closed retail store•Prepared nightly bank deposits

Meridian, Mississippi

•Assisted customers with accounts •Assisted customers in making payments face to face and on payment kiosks•Worked with customer care in resolving customer issues•Explained monthly plans and features and the charges associated with the plans and features•Explained coverage areas and any charges related to those areas•Resolved billing issues and explaining monthly charges•Checked in inventory using inventory system•Transferred inventory to other retail locations•Handled cash transactions•Trained customers on how to use phones and data devices•Operated and balanced cash drawer•Opened and closed retail store•Prepared nightly bank deposits

Philadelphia, Mississippi

•Sold shoes, caps, socks, jerseys, children's clothes, gym bags•Handled cash drawer•Filled out bank deposits•Responsible for putting merchandise on display racks •Responsible for arranging display windows•Cleaned store as well as display racks•Filled out nightly sales report•Key holder/ opened and closed store when scheduled to•Worked with general public

Associate Degree Of Applied Science, 2005; Computer Network Support Technology

High School Diploma, General Studies

Activities and Societies: Yearbook Staff, Theatre Club