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Matthew Adams

Freelance IVR Freelancer & Voiceover Freelancer

Location:Northville, Michigan, United States
Phone: 3133003913
2 Skills
OBJECTIVE To participate in a freelance opportunity where my current skills can be utilized


* Voice Over training & experience with IVR's & Narrating
* Excellent oral and written communication skills
* High Aptitude for technical problem solving
* Excellent customer handling skills.
* Detail Oriented
* Highly productive in the use of Microsoft Office Suite

WORK EXPERIENCE 2007 - Present Verizon Wireless Southfield, MI

Senior Customer Service Representative
* Provides customer service to Verizon Wireless customers. Handles high volume of inbound customer calls; research and resolves billing and service equipment issues; provide information on Verizon Wireless products and services; and follows up on calls and ensuring superior results. Provides tier 2 tech support for Verizon Wireless voice & data customers. Analyzes customer concerns and needs while balancing company revenue concerns

2003 - 2006 Comcast Ann Arbor, MI

Technical Support Specialist

* Provides technical assistance to Comcast High Speed Internet customers responding to inbound telephone inquiries. Receives calls from customers requiring technical assistance. Diagnoses issues through process of elimination by asking probing questions. Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customers at a level of detail commensurate with the customer’s PC knowledge and experience relevant to any of the following; Installing and/or reinstalling the Comcast Online service software from a CD or downloaded from Web or FTP server. Configuration and/or reconfiguration of e-mail client, settings, Configuration and/or reconfiguration of News client settings. Activation, configuration and use of Web space service. Providing, verifying and/ or modifying network settings (TCP/IP). Using CSR tool, re-provisions, resets or changes upon customer’s request, customer account information residing on the e-mail server.
Provide technical support for the Digital Voice product. Assist with billing & sales overflow calls from Video product support centers.

2002 - 2003 Minacs Farmington Hills, MI

Customer Service Representative

* Duties include welcoming new customers to Verizon Wireless. Verifying account accuracy, answering inquiries and promoting Verizon Wireless products and services. Responsible for researching and resolving complaints to ensure customer retention and satisfaction. Assisted with the training of new employees. Familiar with a variety of Verizon Wireless concepts, practices, and procedures. Schedule callbacks and transfer customers to Customer Care Department upon request.
Skills (2) Rating