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
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
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