Robert Baxley Email & Phone Number

Cary, Nc

o First point of contact for any and all questions and issues over phones, chat, email, and web ticketso Quickly and accurately diagnosed any issue from faulty hardware to intermittent and unhelpful errors within allotted SLAs typically 15 minutes or lesso Primary point of contact for all high group hop tickets and escalations from unsatisfied clientso Assisted with collaboration between multiple technical teams when needed over calls, chats, and emailso Provided White Glove Support to VIPs and their assistants with warm hand-off to other teams as neededo Trained new hires and existing agents on technical issues and soft skillso Provided technical support and live coaching on more complex issues with agents to promote First Call Resolutiono Attended weekly meetings with multiple tier 2 teams for knowledge transfers and escalationso Coached agents regarding their performance and provided solutions to any issues they hado Owned assessing business impact of potential major incidentso Owned high urgency incidents where impact was not quite business criticalo Created new SD KBs for tier 1 fixes for a wide range of issues to contribute to First Call Resolution SLAso Created and updated SD KBs at other teams’ requests when SOPs changedo Kept KBs up to date through yearly reviews of each Knowledge Base article and frequent manual updates when changes happen

Durham, Nc

Funcom needed several new Customer Service Representatives and APC hired me as a temporary CS Rep to fulfill that need. Over the course of 3 months I provided Customer Service to customers of Funcom. Primary job duties were:Answering any questions the customers asked and escalated to other teams as neededAssisting customers with any account related issues they had such as billing changes or account restorationReporting bugs in any of Funcom's games, and/or testing them to ensure accuracyAssisting players with any in-game issues they had such as reimbursement, restoration of account status, reports of game exploits, etc

Lee Campus - 1105 Kelly Dr. Sanford, Nc

Helped other Lab Assistants keep several computer labs with 20+ computers in each room clean and well stocked with supplies for the teachers and students.Helped maintain computer labs by troubleshooting and repairing computer issues as they arise.Helped teachers and students when questions came up about computer problems and diagnosed if they were how-to related or break/fix related.Ran a lost and found for USB flash drives and other items students leave in the labs.