Randy Oakes Email & Phone Number

Cartersville, Ga, Us

Tulsa, Oklahoma, United States

• Diagnosed and resolved technical problems by guiding clients through step-by-step solutions, identifying root causes, and offering workarounds when necessary. Collaborated with the technical team(s) for complex issues that require deeper technical expertise. Utilized remote support tools to troubleshoot client issues and guide them through software configurations and solutions.• Accurately recorded client interactions, issues, and resolutions in the company's support ticketing system. Maintain detailed and organized records to facilitate efficient tracking and reporting of client inquiries(Zendesk, Jira, CRM).• Contributed to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices, to empower clients to find answers independently.• Assisted with servicing, upgrading, and deploying Software (WebTMA, locally and remote).• Properly coordinated and escalated unresolved issues to other support tiers.• Working knowledge of Windows Operating Systems, Mac OS, iOS.• Working knowledge of PC hardware, basic networking, other common PC software.• Received, and successfully resolved 5,000+ end user support tickets.• Assisted verifying and validating software defects, and facilitate the resolution of the defects of more than 1,000 defect tickets.

Atlanta, Georgia, United States

• Support a base of 65 Wireline business customers with an annual spending range from $20K to $1.3M.• Working an average of 120 monthly issues consisting of billing defects, inquiries, projects, maintenance, media, pro-acts, invoice audits, BVR, DVR, and first invoice reviews.• Exceeding the monthly metrics (Service Level Agreement 0-9 days 80% | 10-18 days 85% | 19-27 days 90% | 28-36 days 95% | >=37 days 5% | Speed to resolve average score 80% | 1st invoice 80% & 2nd invoice 96% | Quality audits 0-4 score).• Collaborate with various internal organizations (Sales, Technical Support, Pricing, Wireline Billing Operations, Tax, Finance, and Legal) to leverage resources and support to resolve customer issues and improve the customer experience.• Consult with internal and external customer contacts to resolve complex billing problems, support manual contract requirements, account changes, and provide product and service billing information.• Record research findings and provide the root cause of errors to the organization responsible for implementing preventable fix action. Facilitate resolving problems outside Billing Support’s scope by engaging the appropriate organization to ensure issue resolution.• Communicated with clients to review and verify client billing requirements, ensuring accuracy and compliance with contractual agreements, resulting in increased client trust and satisfaction.• Audited invoices to assure the quality of work and adherence to client billing requirements, resulting in a 98% accuracy rate and improved customer trust in billing processes.• Successfully managed the disconnection process of various wireline services and circuits, including access and port circuits. I have developed expertise in efficiently handling disconnection procedures, ensuring smooth transitions, and minimizing disruptions.

Kennesaw, Georgia, United States

• Troubleshooted mechanical, hardware, software, and system failures with devices.• Minimized the customer’s downtime by advising with the most cost-effective repair solution.• Deployed the necessary repair solution to broken devices.• Maintained a repair log of repairs and problems, that would be reported to Management. • Completed store’s monthly inventory count, monitored inventory of needed items to ensure no shortages, and ordered low inventory items (devices | equipment | accessories).• Organized backroom office.• Performed necessary warranty exchanges in store if the device or equipment was unable to be repaired.

Woodstock, Georgia, United States

• Greeted incoming and departing customers warmly with a genuine smile and eye contact.• Informed customers of current promotions.• Managed the flow of traffic within the store• Ensured store’s customer satisfaction scores stay on target.• Assisted customers by answering basic questions and directing them to the appropriate area for resolution (Sales Representatives | Service and Repair Representatives).• Contributed to team effort by accomplishing related results as needed.