Robert Crum Email & Phone Number

Canton, Oh, Us

North Canton, Ohio

I monitored and maintained a fleet of 5K+ ATMs contracting with Diebold-Nixdorf and provided technical support for field technicians, vendors, and the client (TD Bank) as an employee of the OH-based employment agency.Notable highlights include: Managed call flow utilizing Verizon Virtual Contact Center to respond to inbound calls on ATM technical issues and created service requests using Oracle’s Seibel solution. Inspected ATM remotely checking operational status and correcting issues using Diebold proprietary software and verifying cash levels and email notifications. Engaged client using email responding to service requests with status updates, escalated trouble tickets to appropriate teams, and fielded system notifications.

I managed call flow and supported the technical needs of the telecommunications company’s customers.Notable highlights include: Answered inbound customer calls using Avaya Softphone and fielded technical issues with cable/phone/internet services. Assisted customers with equipment installations, configuration with other devices, and Wi-Fi setup and set up service calls for more difficult installations or extensive problems. Leveraged ICOMS, OMSe, DOCSIS tools, Unified, Rio, Ping Plotter, and trace route to research and troubleshoot issues. Documented customer account with issue, research steps, and resolutions for future reference. Educated customers on various Spectrum websites and apps and assisted in product registration and usage. Entered orders in ICOMS when porting a phone number to Spectrum from another carrier. Investigated phone provisioning issues in ICOMS and OMSe and escalated internal tickets to Provisioning & Activation. Preformed continuing education to progress to the position of Level 3 Tier 3 Agent.

North Canton, Ohio

I fielded calls to support product sales and customer support for the marketing company managing various products.Notable highlights include: Created cases and claims for damaged, lost, and displaced packages. Resolved problems with malfunctioning products.

Canton, Ohio Area

I managed call flow and responded to technical support needs of customers. Notable highlights include: Answered customer calls using a proprietary call-flow software and walked them through basic troubleshooting steps to resolve technical issues. Identified and solved technical issues with a variety of diagnostic tools. Dispatched service technicians after exhausting all options with remote assistance.

North Canton, Ohio

I provided sales assistance, customer service, and remote technical support for clients of kajeet, a wireless service provider.Notable highlights include: Managed call flow by placing cell phone orders, assisting in phone activation, and educating callers on service and products.  Promoted to Senior Customer Service Professional (CSP) to mentor and support other CSPs and handle supervisor calls.