Eric Cappabianca

Experience

• 

  AT&T

  May 2005 - Jun 2009

  Customer Service Representative - Data / Laptop Support

  1. Answered customer/client requests or inquiries concerning services and products and reports problem areas. 2. Utilized various systems and tools to initiate to assist and service customers. 3. Continually maintained working knowledge of all company products, services and promotions. 4. Made recommendations according to customer's needs. 5. Utilized operational systems to process purchases of all products and services. 6. Administered system functions on all opening, closing, and balancing procedures to according to finance guidelines 7. Troubleshot and resolved customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required changed with technology and application innovations.) 8. Provided support for products and services offered by the Company. 9.Assisted customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. 10. Handled more complex troubleshooting scenarios. 11. Identified trends and tracked issues to assist in root cause elimination. 12. Proactively engaged T3 support (network and IT) to address & resolve issues. 13. Engaged third party vendors and suppliers as needed to address service faults & provide customer resolution. 14. Remained proficient in all billing, rate plan and feature matters. 15. Supported emerging technologies until matured or until tools & technology enable mainstream support at CSR1 level. 16. Resolved issues resulting from direct inbound customer calls, transferred callers including calls from other CSRs, trouble tickets or escalations. Show less

• 

  Apple

  Jun 2012 - now

  AppleCare Team Manager - Tier II

  Coaching our Advisors to provide world class support experiences for our valued Apple customers.