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Technical Support Specialist

Resume for Mike Kula

MIKE KULA

4680 Portofino Way, Apt 107, West Palm Beach, FL 33409 | C: 727-422-5550 | mkula1@ymail.com

CAREER FOCUS

Customer Service/Technical Support Specialist

Customer Service Professional with over 15 years of Customer Service related experience. Seeking position that will utilize technical background and customer service oriented skills.  Excellent  people skills  with exceptional ability  to educate customers on products and services creating up-sell opportunities. Reliable and driven, with strong time management and prioritization abilities.

 

WORK EXPERIENCE

02/2017 to Present                    Communications Technician III

                                                   CUICABLE, Inc. – Authorized Contractor for Comcast – West Palm Beach, FL

                                                     Responsible for installing, relocating, troubleshooting and auditing cable services on

                                        the Customer’s premise.

                                        Follows company installation policies.

                                        Responds to customer requests and answers customer questions in a professional,

                                        courteous and effective manner.

                                        Properly operates and maintains tools and equipment.

                                        Prepares and maintains time logs, reports and other related documentation in

                                        accordance with company and departmental policies.

                                        Maintains, organizes, and stocks vehicle with the proper equipment in order to

                                        perform required duties.

                                        Performs other duties as requested by supervisor in order to achieve departmental

                                        goals and objectives.

 

09/2016to 01/2017              Tier 1 Technical Web Support – Temporary/Contract

MagicJack West Palm Beach, FL

        Assisted customers via web based chat platform with troubleshooting of magicJack devices.

                                        Used advanced technical skills to resolve equipment issues.

                                        Worked on multiple chats at one time.

                                        Answered inquires related to customer accounts or billing.

                                        Educated customers on magic Jack products and services.

 

07/2016to 7/2016              Relocated to West Palm Beach, FL

Relocated to West Palm Beach, FL from St. Petersburg, FL.

 

02/2015to07/2016              Logistics Coordinator-Customer Support Specialist-Account Manager

Aquacal/Autopilot St. Petersburg, FL

Scheduling Shipments LTL/FTL and UPS.
Entering and processing orders (400-700 per month).
Dedicated Support Specialist for JB Plastics Line of Business.
Managing Open Order Report/Backorders Report.
Resolving miss-ships/short-ships and freight damage claims.
Responsible for committing parts/heat pumps to existing and new orders and
coordinating shipments.
Creating/Processing Return Goods Authorizations and Bill of Ladings for Freight
Shipments both Inbound and Outbound.
Maintaining 99%-100% Quality and Order Entry Accuracy.
Improved Logistical Shipping Methods and Cost-Savings on shipments.

 

05/2014to01/2015              Flood Insurance Customer Service-Temporary/Contract

Bankers Financial Corporation St. Petersburg, FL

Processed a variety of policy related endorsements including but not limited to
monetary rate changes, mortgage loan updates, name and address changes
and transfer of ownership/responsibility.
Assisted Policy Holders and Insurance Agents via Inbound calls and web chats.
Corresponded with Agents related to policy holder endorsements and
changes.
Reviewed Flood Applications and Zone Determinations/Maps for accuracy.
Calculated quotes and educated potential clients on insurance options.
Reported policy changes and company conditions affecting customer
satisfaction.

 

10/2013to05/2014              Customer Service Representative

Fidelity Information Services St. Petersburg, FL

Responsible for taking inbound calls from customers assisting them with new
card activations, troubleshooting, billing inquiries and password/online access
resets.
Provided information on products and services offered through multiple lines of
business.
Met and exceed daily/weekly metrics goals (adherence to schedule/avg.
handle time/call time).
Received between 80-200 calls per day assisting customers/cardholders.

 

10/2013to10/2013              Relocated to St. Petersburg, FL

                                       Relocated to St. Petersburg, FL from Brandon, FL.

 

06/2012to10/2013              Claims Customer Service Representative

Progressive Insurance Riverview, FL

Responsible for setting up new claim reports from customers via in-bound
calls.
Answers basic questions and educates callers on existing claims.
Directs customer to the proper office or claim rep for additional information.

Coordinates services for customers in a manner designed to ease the burden of
the claims process.
Provides support with immediate needs such as Method of Inspection (MOI),
Method of Repair (MOR), rental and tow.
Preserves customer choice and conveys proper follow up expectations.
Neutralizes an often highly emotional, negative and/or stressful situation by
providing a positive customer experience.
Maintains compliance with multiple state guidelines.
Schedules appointments for vehicle pick-up on service center repairs.

 

05/2012to 05/2012             Relocated to Florida

                                       Relocated to Brandon, FL from Manchester, NH.

 

04/2007to05/2012              Concierge/Tour Specialist

American Express Chelmsford, MA

Acted as a Concierge/Personal Assistant for Platinum Card Holders providing
services including vacation planning, dinner reservations at top restaurants,
VIP access tickets for entertainment, etc.
Researched and provided group and private sightseeing tour options worldwide
for members based upon their travel plans and sightseeing inquiries.
Created additional revenue for Circles, Inc. from commissions earned through
bookings of private tours with preferred tour partners.
Performed daily updates of tour options, pricing and real-time availability.
Converted research/results into Tour Bookings/Reservations.

 

01/2007to01/2007              Relocated to Amesbury, MA

                                       Relocated to Amesbury, MA from Manchester, NH.

 

10/2005to 01/2007              Comm Tech II/CAE Techincal Support Ret

                                      Comcast Corp Manchester/Nashua, NH

Responsible for performing residential standard home theater installations associated with video installations and service (troubleshooting) to tap; Performed routine multi-product disconnects (requested and non-pay); Inspection and installation/upgrade of residential ground/bond as needed; and signal leakage detection and repair, in accordance with company procedures and practices.

Completed installations of customer equipment in single and multiple family dwellings including pre-wired units; Performed additional outlets installs, reconnects, and change of service; Performed all installations adhering to Company procedures and safe work practices, NEC and NESC requirements, and local ordinances in order to provide services to the customer.

Communicated with customers in a clear and straight forward manner and represented the company and its service philosophy to the customer.

Performed over the phone technical trouble-shooting techniques in an effort to resolve issues and prevent unnecessary trouble-call appointments.

 

EDUCATION AND TRAINING

Business Management

Northern Essex Community College Haverhill, MA

Attended 2000-2002

1997                                High School Diploma

Goffstown High School Goffstown, NH

CERTIFICATIONS

 

4-40 Certified Professional Customer Service License July 2014 to Present