William Smouse

Experience

1. Senior Technician - Executive Customer Support & Social Media

   Hughes

   May 1999 — Present · Germantown, MD, US

   Executive Customer Support - 20••••19 - concentrating on a Social Media presence though our new HughesNet community, directly resolving over customer’s sales, installation, technical, repair, and billing complaints and issues on behalf of the CEO, and the Executive Officers. Responding to Better Business Bureau, Attorney General Offices, the FCC and government agencies, stating final consumer resolution. Daily work with most functional groups in both the business and operations management. Strong discerning and negotiating skills with proven ability to solve complex issues to retain and restore confidence with customers. Building improved PR and finding areas for process improvements, company wide. Train new staff entering department with on going follow up and team building support. 20••••19 - ECC Quality Assurance SpecialistLead Customer Service. Material Return Center 19••••06 -Supervising a staff of five, and coordinating between many departments. Duties include properly identifying and processing defective communications equipment and determining the repair destination for the warranty division. Products include DirecPC, DirecWay, and DirecTV, vendors including XM Radio, Inmarsat, Siemens, Nokia, and Verizon. Knowledge in SAP, Vantive, and Lotus Notes 4.6 – 5.0, Serviceman, QMS, GQL, Excel, Access, and Word.

Education

• Richard Montgomery High School

  General, Political Science, Science, Earth Science, Music, Arts, Industrial Arts

  1971 — 1974

• Montgomery College

  Transfered to UMUC, Business / Computer Technology / Earth Sciences

  1995 — 1999

• University of Maryland Global Campus

  Bachelor of Science (BS), Business Management /Computer Studies

  1995 — 2000

• Lewis International School

  Mixology and Bar Management, Hotel and Restaurant Management

  1977 — 1978

Skills

• Hotel Management
• Direct Sales
• Youth Leadership
• Manufacturing Productivity
• Websites
• Wine
• Train Staff
• Digital Photography
• Photoshop
• Business Development
• Vip Management
• Computer Science
• American Art
• Telecommunications
• Public Relations
• Troubleshooting
• Event Management
• Drummer - Musician
• Desktop Publishing
• Team Leadership
• Photography
• Satellite Communications
• Social Media
• Warehouse Management
• Sales
• Project Management
• Business Writing
• Process Improvement
• Event Planning
• Technical Writing
• Chef
• Mixologist
• Technical Support
• Business Analysis
• Photojournalism
• Web Design
• Customer Experience
• Higher Education
• Food & Beverage Management
• Call Center