Quintess Julie
Customer Service Engineer
Gqeberha Port Elizabeth,GP
Summary
Conscientious Customer Service Engineer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies.
Overview
24
24
years of professional experience
6
6
Certifications
Work History
Customer Service Engineer
Huge TNS
02.2009 - Current
- Provided primary customer support to internal and external customers.
- Led onsite installations of hardware systems for major clients, ensuring smooth integration into existing infrastructure without disruption to daily operations.
- Provided top-notch customer support, ensuring timely resolution of complex technical issues.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
- Developed and implemented effective training programs for new hires, improving team proficiency in key areas.
- Managed high-volume service calls, maintaining professionalism and delivering exceptional service under pressure.
- Exceeded performance metrics consistently by prioritizing tasks based on urgency and impact on business operations.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Ensured safety compliance by adhering to industry guidelines and company protocols during installations and repairs.
- Managed work orders, maintaining accurate documentation of completed tasks, parts used, and hours worked.
- Maximized system reliability with regular monitoring, testing, and recalibration of telecommunications equipment.
- Increased team productivity by providing technical support and training to junior technicians.
- Maintained current knowledge of industry trends, attending workshops and conferences to remain up-to-date on emerging technologies.
- Achieved efficiency gains in scheduling work assignments through the utilization of GPS tracking technology for route optimization.
- Improved customer satisfaction by efficiently diagnosing and repairing telecommunication equipment.
- Contributed to revenue growth by upselling additional services and products to customers when appropriate.
- Reduced downtime for clients with prompt troubleshooting and resolution of connectivity issues.
- Enhanced network performance by conducting routine maintenance and system upgrades.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Installed and configured new devices and system components.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Responded to service requests during and after business hours.
- Performed quality assurance on systems to confirm optimal performance.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Installed wiring, cabling and networking hardware on customer premises.
- Worked closely with network administrators and server engineers to deliver quality service.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Assisted sales team with technical expertise during client presentations, contributing to an increase in new business acquisitions.
- Oversaw inventory management processes to maintain adequate stock levels of critical equipment components while minimizing excess supply costs.
- Conducted routine maintenance on telecommunications systems, ensuring optimal functionality and preventing potential issues.
- Identified poor quality lines and underutilized circuits.
- Installed, maintained and supported IVR applications.
- Coordinated installation of new users and relocations of existing users.
- Installed, maintained and supported voice/data applications.
- Designed, installed and maintained organization's telephony network.
- Maintained appropriate environmental conditions in telephone equipment rooms.
- Performed telecommunication and networking business evaluations.
- Installed, maintained and supported VoIP applications.
- Followed standards and procedures to maintain safe work environment.
- Accurately read, understood and carried out written instructions.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
- Developed cost estimates for system and component implementation and operation.
- Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
Telecommunications Technician
Vox Orion Telecom
02.2006 - 02.2009
- Installed and configured new devices and system components.
- Maintained accurate documentation of all installations, repairs, and inspections for easy reference in future troubleshooting efforts.
- Performed quality assurance on systems to confirm optimal performance.
- Improved network performance by diagnosing and resolving complex telecommunications issues.
- Reduced downtime with regular maintenance of telecommunications equipment and infrastructure.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Participated in continuous learning opportunities to stay current on industry trends and advancements, ensuring top-quality service delivery.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Implemented new telecommunications systems, enhancing overall efficiency and productivity.
- Trained junior technicians on proper installation techniques and troubleshooting procedures, ensuring consistent service quality across the team.
- Responded to service requests during and after business hours.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Identified opportunities for cost savings through efficient use of resources, ultimately reducing operational expenses.
- Enhanced customer satisfaction by providing timely technical support for telecommunications services.
- Developed customized solutions to meet unique client requirements, resulting in increased business retention rates.
- Performed preventive maintenance of telecommunications equipment.
- Installed wiring, cabling and networking hardware on customer premises.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Worked closely with network administrators and server engineers to deliver quality service.
- Conducted thorough site surveys to determine optimal locations for equipment placement, maximizing signal strength and reliability.
- Ensured adherence to industry standards and regulations during all phases of project implementation, maintaining a safe working environment at all times.
- Performed routine system tests to identify potential problems before they escalate into larger issues affecting customers'' experiences.
- Assisted in the planning process for new telecommunication sites considering local demographics and geography leading to targeted expansion efforts.
- Upgraded legacy systems to newer technologies, increasing overall network capacity and performance.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
Telecommunications Technician
Telkom
01.2001 - 01.2006
- Installed and configured new devices and system components.
- Maintained accurate documentation of all installations, repairs, and inspections for easy reference in future troubleshooting efforts.
- Performed quality assurance on systems to confirm optimal performance.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices through ongoing professional development opportunities.
- Provided exceptional service for clients by effectively managing time and resources during installations.
- Contributed to improved team morale and productivity through proactive collaboration efforts with colleagues on a regular basis.
- Ensured optimal network functionality with comprehensive testing, adjusting, and retesting procedures.
- Troubleshot complex technical issues quickly resulting in reduced downtime for customers.
- Supported successful project completion with effective coordination of resources, including labor, materials, and equipment.
- Achieved faster response times for service calls by thoroughly documenting all completed work orders for future reference.
- Reduced downtime, ensuring proper installation of telecommunication equipment in residential and commercial settings.
- Enhanced system performance with routine maintenance checks and timely repairs.
- Enabled smooth integration of new technology into existing systems by providing expert advice on compatibility issues and potential challenges.
- Improved customer satisfaction by efficiently installing and troubleshooting telecommunications systems.
- Demonstrated adaptability when faced with unexpected situations or challenges, ensuring that projects were completed in a timely manner.
- Exceeded client expectations with meticulous attention to detail for seamless installations that minimized disruptions to daily operations.
- Delivered consistent high-quality work by adhering to established installation standards, guidelines, and procedures.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Coordinated installation of new users and relocations of existing users.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Installed wiring, cabling and networking hardware on customer premises.
- Read blueprints and schematics to correctly place equipment.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Responded to service requests during and after business hours.
- Developed strong client relationships by providing clear communication throughout the installation process and addressing concerns promptly.
- Streamlined inventory management processes by accurately tracking tools, equipment, and supplies used during each job assignment.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Provided training to customers to enhance use and understanding of network systems.
Education
Electrical Engineering
Russel Road College
Gqeberha Port Elizabeth 04.2001 -
High School Diploma -
Westville Senior Secondary High School
Gqeberha Port Elizabeth 04.2001 -
Skills
Remote Support
Hardware troubleshooting
Equipment Installation
Service Level Agreements
Customer Service
Remote Technical Support
Friendly and Patient
Application installations
Self Motivation
Call Management
Effective Communication
Adaptability and Flexibility
Time management abilities
Team Collaboration
Active Listening
Organizational Skills
Attention to Detail
Customer Communication and Empathy
Customer Needs Assessment
Analytical Thinking
Adaptability
Hardware diagnostics
Support Services
Equipment Repair
Written Communication
System Configuration
Technical Documentation
Incoming Call Management
Delivery Management
Certification
Yeastar Certified Technician
Languages
English
Advanced (C1)
Afrikaans
Advanced (C1)
Timeline
Yeastar Certified Routing Specialist
07-2024
Yeastar Certified Technician
02-2023
NEC SL2100 Advanced Certificate
11-2021
Yealink Certified Multicell Engineer
07-2021
NEC SL2100 Intermediate Cetificate
07-2021
NEC SL2100 Foundation
03-2021
Customer Service Engineer
Huge TNS
02.2009 - Current
Telecommunications Technician
Vox Orion Telecom
02.2006 - 02.2009
Electrical Engineering
Russel Road College
04.2001 -
High School Diploma -
Westville Senior Secondary High School
04.2001 -
Telecommunications Technician
Telkom
01.2001 - 01.2006