Experience Senior Support Professional

1. Blythenia Nichole Weatherspoon
Linked In: https://www.linkedin.com/in/b-nichole-weatherspoon-54a7ab28
Email: bnw_spoon@yahoo.com Cell: (757)448-8245
Personal Statement: I am a results-driven team player who is eager to be challenged with the discipline to work solely. I have strong
customer service, technical support,administrative and communication skills and would be well suited to a dynamic and progressive
industry where innovative hard work is acknowledged.
EXPERIENCE
Product Support Specialist III 4/2015-Present contract Randstad/ Medtronic
 Provide technical support for Rapid Software and Hardware used by Gastroenterologists, nursing specialists,sales
and support teams.
 Conduct video re-imagining for GI professionals using CISCO, SAP technology otherproprietary systems
 Handle an average of 1200 calls monthly, resulting in 82% closed on the initial call and the remaining within 30
days
Tax Service Preparer 1/2015-3/2015 seasonal Capital Tax Service
 Assisted with the preparation of government documents including Schedule A/B/C/D/SE, 1040, W -2, W-4, 1098 and
1099 forms to ensure timely submission and Assisted consumers with obtaining legal documentation for United States
Citizenship Status and compliance with DACA guidelines specific to deferred action
 Assisted consumers with compliance in the Affordable Care Act to eliminate future tax liability
 Handled 160 cases monthly, resulting in 90% processed during initial interview and remaining 10% within 20 days
Network Control Tech II Engineer 8/2014-11/2014 temporary PRG/NCR Silver 24/7 Call Center
 Provide Level 2 customer service, sales and help desksupport for businesses using NCR Silver software and hardware
 Provide technical support for Point of sales registers, Apple I-pads, printers, cash drawers and Bluetooth scanners and
software using proprietary systems
 Trained businesseson software setup,inventory management , reporting, data analysis, and discount /loyalty programs
while interpreting data to enrich program effectiveness
 Setup credit processors with banking institutions to establish positive B2B relationships.
 Handled escalated calls to ensure voice of the customer is heard, understood and resolved
 Improved Quality assurance results by evaluating data, and re-designing processes
 Handled an average 700 monthly calls with an 86% closure on initial encounterand remaining 14% within 10 days.
Technical Support Coordinator II 8/2007-2/2014 Verizon Wireless/Alltel Communications Call Center
 Provided level 2 technical support for consumers using Blackberry, Android, LG, Samsung and Apple devices
 Assisted consumers with purchasing equipment, troubleshooting and configuring mobile devices/messaging - VoIP/
voicemail/email/ TCP/IP internet broadband setup/Google applications/Wifi/ Integrated cloud and T1 monitoring services/
processed trouble tickets for network concerns using Remedy and communicated with Network Operations Control teams
to identify and rectify issues thereby creating customer loyalty, preventing retention, increasing first call resolution, and
saving company expense
 Provided tool utilization of Verizon’s EVDO/Rev-A/CDMA/4GLTETechnology, ACSS, ASP, Asp.net,html webhosting
programs, MySQL and Windows Microsoft Server and Linux platforms to ensure Verizon services for voice, messaging,
backup, home and location based services were working.
 Provided information on products and completed sales, which led to contractual upgrades new business procurement and
increase company profitability.
 I operated in a Lead capacity in training new representatives which increased company morale by aligning employees with
company objectives and reduced the demand on senior management
 Consistently exceeded quarterly sales quotas by 60%, reduced churn by 85%, increasing shareholders profits by 2%
annually and earning title of best performer and MVP. Handled and average of 900 calls monthly with an 91% closure on
first call and remaining 9% within 7 days.

2. Communications Officer I 10/2006-5/2007 City of Virginia Beach-Virginia inbound 911 call center
 Interviewed 911 emergency and non-emergency calls and Dispatched appropriate emergency facilities to ensure safety of
citizens/ officers and city officials utilizing Multi-line, Microsoft applications, GPS and CAD technology
 Provided emergency response instructions,issued warrants,while awaiting arrival of service facilities (police, fire and/or
emergency medical services). Handled 375 calls monthly.
 Obtained VCIN/CPR/HAZMAT/NCIC Certifications and was awarded 8 ON THE SPOT Achievement Awards.
Senior Account Analyst 3/2006-10/2006 The Contract Company-Virginia Call Center
 Trained/ managed sales teams in the advertising field which increased performance levels over 80%.
 Exceeded monthly sales quotas by 2.5%
 Serve as the primary point of contact for businesses and assisted with business plan for advertising strategies
Administrative Analyst Assistant 10/2000 to 2/2006 Children and Family Services-Ohio
 Assisted Social Workers with in home studies,risk assessments to ensure safety of children and assisted with project
management which developed new resources for citizens in need and saved government money
 Maintained daily logs, bookkeeping, filing, records distribution using AP/AR software to maintain intake budgets,
Distributed emergency cases and mail, assisted with secretarial functions as needed (supply orders, typing,office support)
and assisted supervisors with special projects which ensured case accuracy for court. Awarded 5 Certificate of Achievement
 Serve as the primary point of contact for records an intake and recommend Quality Control procedure for record
management and retrieval processes, Processed monthly expense reports, and time off scheduling to ensure staff
reimbursement and coverage
Assistant Manager 01/1998 to 10/2000 Rite Aid –Ohio
 Assisted customers with purchases / questions/ escalations/ lottery entry/ payout,stocked shelves,prepared film
development, and maintained store cleanliness and Assisted pharmacy when applicable
 Opened/closed store,trained workers processed price changes inventory and rain checks which prevent customer wait time
and escalations and ensured product availability
 Managed store cash /deposits/scheduling/ payroll to ensure staff for daily shifts
Customer service specialist 4/1996-10/1997 MBNA Marketing Bank -Ohio Call Center
 Provided customer service for major business accounts,administrative and sales support,generated consumer leads, educated
consumers about credit card/balance transfers/loans, followed up on customer service issues,and processed new
orders/renewals and ensured policies and procedures were met with regard to credit approval/ credit activation, continuously
updated knowledge of credit products/services and industry trends,attended quarterly sales meetings.
 Trained new customer service personnel,authorized adjustments,monitored team goals, developed strategies for acquiring
new business,and provided ideals to increase sales productivity through use of charts and metrics, held monthly meetings to
discuss metrics and quarterly improvements through data analysis and statistics reducing the demand on management and
increasing morale.
 Maintained a 94% close ratio on first call, achieved a multi-million dollar balance transfer level, consistently remained on top
20 performers list, recipient of MBNA's Annual Mawod Place Winner for new ideas, quarterly obtained MBNA's Most
Valuable Player, and MBNA's annual Captain’s Club award for highest sales ranking 25-40 calls per hour
EDUCATION:
2014 Graduate CompTIA A+ Certification Fayetteville Technical College
expires March 24, 2017
2010 in progress Ashford University Clifton, Iowa
Master’s Program Business with HR Focus
2009 Graduate Cleveland State University Cleveland, Ohio
Bachelor of Arts: Psychology with minors in Communications & Criminal Justice

3. PROFESSIONAL SKILLS:
 Strong customer service, math , decision making, sales,writing skills, project management and organizational skills
 Advanced Microsoft Office suite, Linux/Unix IOS, Cisco IOS, CAD Systems (Tiburon, Vista), Cisco- binary, SAP,
PRI/Trunking knowledge
 Accounting Systems (PROMAS, QuickBooks AP/AR), VoIP training, TCP/IP knowledge, DSL, DUN, Broadband , ASP
Programming
 Experience with Siebal, Outlook, TAMS, CRM Tools, VMWare, SQL, TCP/IP, salesforce and understanding ofsocial
media and networking platforms , extensive device knowledge of android, blackberry, Apple I-Phone/ Ipad products.Over
10 years in customer service, 8 years technical experience, 2 years project management and multi-tasking skills, B2B Skills,
Current typing speed is 40.3 wpm