Paul Boone Email & Phone Number

Memphis, TN, US

• Provide Tier 5 customer service by assisting customers with complex connectivity issues, operating system and application conflicts, and guide customers through advanced operational requirements.
• Experience in troubleshooting All-in-One devices, Printers, Scanners, and Labeling devices.
• Strong working knowledge of SAP, CRM, and Oracle CRM Help desk systems.
• Work with technical documentation (solution creation) and tasked with providing final technical review of Networking Manuals.
• Test machines that are having issues in order to trouble shoot and resolve technical issues.
• Participate in daily quality review meetings that focus on software improvement.

• Assisted the supervisor in managing team and individual performances, training, and the monitoring of daily tasks (including agent phone monitoring).
• Provided floor support for customer care agents including warranty coverage, fielding questions and calls that floor agents are unable to resolve along with daily coaching to help improve service metrics.
• Handled weekly coaching sessions with each employee assigned to my team to discuss performance quality, establish personal performance goals, and create a plan of action to ensure success and prevent negative.
• Handled employee HR functions such as correcting and approving time cards and managing corrective actions for agents who failed to adhere to company guidelines.Key Accomplishments:
• After experiencing a large call volume of customers who were not sure of what operating system they were using, I suggested that the download page on website automatically detect and select the user’s system. This.
• Suggested the addition of a video library within the client website of the most reported issues of multi-function printers, along with step-by-step videos which resulted in shorter hold times and an increase in the.

• Installed hardware into computers at a rate of 20+ computers an hour along with testing and repairing damaged hardware.
• Certified build line trainer and backup line leader.Key Accomplishments:
• Received Bronze, Silver, and Gold Awards by consistently exceeding quality goals and maintaining an above average hourly production of computer units.