Jake Burch Email & Phone Number

Fort Worth, Texas, United States

• Used both Tier 1 and Tier 2 tools provided by the client to quickly resolve customer’s issues regarding internet and telephone.• Guided customers with low tech skills over the phone to specific settings and learned to communicate on their technical level.• Able to meet personal/team qualitative and quantitative targets

Dallas/Fort Worth Area

• Managed up to 25 agents, coaching soft skills and tech skills.• Became main point of contact for complex biller system errors.• Improved agent’s skills with biller up to 50% faster than original coding speed.• Performed troubleshooting on a wide variety of agent’s personal machines to have them return to work quickly.• Used Excel to run and compile reports as needed to present current standing on metrics.

Dallas/Fort Worth Area

• Managed up to 15 brand new agents in a short period before releasing them to the floor • Coached Tier I agents to improve technical knowledge and customer service abilities• Conducted Power Point presentations in large groups up to 30• Performed troubleshooting on agent’s personal machines to have them return to work quickly.

Dallas/Fort Worth Area

• Responsible for assisting customers with their wireless gateway issues in large call center format• Used technical knowledge and customer service abilities to provide solutions for customers • Able to meet personal/team qualitative and quantitative targets

San Antonio, Texas Area

• Promoted in 2 months from Tier 1 due to quickly learning roles.• Responsible for resolving issues Tier I agents were not able to complete in a timely fashion.• Collaborated with team to quickly resolve customer complaints with appropriate action.• Assisted customer with any and all hardware and software problems, including but not limited to email setup, virus removal, LAN setup, internet connectivity, operating system upgrades, printers and usage of any of the aforementioned items

San Antonio, Texas Area

• Engaged in customer service and invoiced with retail and commercial customers daily over the phone, email, and in person• Implemented computer solutions to paint customers that required special software and hardware requirements.• Key-holder to both store and distribution center as one of four shift managers.• Helped maintain and update workstations as needed by company standards.• Performed basic troubleshooting and network settings at store to quickly restore functionality.