Andrew Murray

Finance & Collections 08/2022-Current

• Support customers with inbound and outbound collections of bill payments and arrangements across multiple lines of business.
• Assist with fraud & roaming related charges, inquires, and adjustments.
• Troubleshoot and resolve customer impacting issues for voice/ data that span multiple network elements.

Mobility Sales and Services 7/2019-7/2022

• Assisted customers in selecting products and providing product information.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Managed customer inquiries regarding billing questions and account status.

Advanced Tech Support 5/2015-6/2019

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Continued up-to-date knowledge on newly released software and bug fixes.
• Researched new products and how to partner support with our network.

iPhone Tech Support 9/2013-4/2015

• Troubleshot and diagnosed iPhone related network issues.
• Submitted and escalated cases for required issues.
• Supported Apple specific devices in troubleshooting software related issue.

Laptop Connect/Business Data Support 8/2012-8/2013

• Provided business customers with support for external mobile and internet solutions and resolved all data related concerns.
• Provided set up for Enterprise email on mobile devices and ensured proper syncing.
• Provided recommendations to businesses looking to implement mobile internet.

Business End User Care 12/2010-7/2012

• Managed customer accounts and maintained accurate records.
• Assisted customers with inquiries and resolved issues efficiently.
• Explained bills and product features clearly, troubleshot basic device/network issues.

• Trained and mentored new team members on company policies and procedures.
• Supervised daily store operations to ensure smooth customer service experiences.
• Managed inventory levels and organized stockroom for optimal efficiency.