Eric J.C.

Baker
48 Dunbar Street, Yonkers, NY 10710
Phone (347) 260-7098
Email: eba8ccbe@westpost.net
________________________________________________________________________________
____
Telecommunications / Customer Support / Supervisor
______________________________________________________________________
* Customer Service Oriented * Repair Technician
* Troubleshooting * Customer Resolution
* Strong Organizational Skills * Customer Follow-up
________________________________________________________________________________
____
Professional Experience
______________________________________________________________________________
Account Executive/Corporate Trainer 5/2
010-present
Luxe Marketing Concepts
Trained new account executives in basic marketing principles.
Conducted interviews of potential employees.
Sold Verizon FiOS television, telephone and internet service door to door.

Voice/Data Repair Tech 2 5/2006 - 3/2010

InfoHighway! Communications/Broadview Networks
Diagnosed and initiated repairs on multiple telecommunications products includin
g resold and UNE-P POTS service, CLEC switched POTS service, VoIP and HPBX POTS
service, voice & data T1's, designed circuits, Lit Buildings, DSL service (both
resold ADSL and carrier provided SDSL) Toll Free service, Long Distance service
(both resold IXC services and CLEC provided Switched service) email and voicemai
l service.
Communicated with ILEC, IXC and CLEC technicians providing back-end support.
Answered front-end customer repair calls, opened repair tickets while providing
one-call resolution wherever possible.
Performed supervisory/team lead duties when asked by management.
Customer Service Supervisor
Managed a team of 9-15 customer service representatives.
Handled escalated issues and coordinated with other departments to get resolutio
n.
Designed and implemented training program for new representatives.
Groomed multiple representatives for advancement within the company
Motivated representatives to achieve and surpass required metrics
Performed scheduling duties for a 30+ representative call center.
Monitored progress for representatives, provided positive feedback and construct
ive criticism where needed.

Telecommunications Supervisor 4/2000 - 9/2001

Metropolitan Telecommunications, New York, NY
Monitored CSR performance using Nortel Symposium, compiling reports based upon s
aid monitoring.
Motivated reps to achieve the company's requested performance level
Handled escalated situations which could not be resolved by reps.
Trained new and existing reps to use the computer programs necessary to perform
their jobs.

Consumer Sales and Service Representative 12/1996 - 12/1998

Verizon, Bronx, NY
Answered customer service calls using an ACD multi-line telephone
Exceeded increasing sales and service quotas on a monthly basis
Established new accounts for telephone service
Sold Verizon products and service to new and established customers
Coordinated with multiple departments to resolve billing and service issues on
customer accounts
Assisted with training new service representatives and established new work sta
ndards and ethics
Further developed ability to prioritize and complete tasks in a timely fashion

________________________________________________________________________________
___
Education
______________________________________________________________________________

University of Rochester, Rochester, NY - 5/1995

BA in Psychology