- Montgomery Street, San Francisco, CA 94105
- H: (555) 432-1000
- C:
- resumesample@example.com
- Date of Birth:
- India:
- :
- single:
Hands-on individual seeking a Consultant Position within Verizon Wireless to apply leadership & communication skills, to plan & coordinate projects for the overall benefit of the organization. Improve profits /customer experience by driving operational excellence, unleashing teams’ potential & utilizing technology as a growth driver.
- Managing Cross-Functional Teams
- Interpersonal Communication
- Program Management
- Time Management
- Critical Thinking
- Results Orientated
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- Team work
- Business Trend Awareness
- Collaborating
- Problem-solving
- Relationship development
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ANALYST PROGRAM/PROJECT MANAGEMENT, 09/2017 - Current
Henry Schein – Stoneham, MA,
- Lead & partner with all Key Stakeholders on national deployment projects within Government & Enterprise contracts.
- In house provisioning & staging of devices prior to shipping to customer or end user.
- Ensure all contract deliverable's are completed by provided deadlines.
- Support Consultants on status calls, maintain reports, action items, project deliverable's, virtual deployments and staging & provisioning.
- In absence of Consultant conducted external customer calls, sent out call notes & corresponded with internal/external customers.
- Proactively partner with BGCO (Enterprise & Government) and ensure alignment of all internal project tasks including assignment of support teams and ongoing support of contract deliverables.
- Maintain detailed schedules for national deployment.
- Manages multiple projects in a rapidly changing environment Recommends procedures and controls for problem prevention.
- Work cooperatively in a diverse work environment.
- Produced detailed and relevant reports for use in making business decisions.
GLOBAL ENTERPRISE ADVISOR, 04/2006 - 09/2017
Ncr Corporation – Gainesville, FL,
- Identify improvements and risk through advanced reporting and analysis of key performance metrics.
- Communicate clearly and concisely with customers, both internal and external to demonstrate of Verizon Wireless Develop and manage cross-functional relationships including but not limited to Sales, Fraud, Business Finance Operations, Network, Compliance and Logistic to resolve issues and escalations- creating seamless customer experiences.
- Manage customer projects including, but not limited to, implementations, migrations, training and equipment deployments utilizing solid project management methodology and tools.
- Partner with Sales to identify and present sales opportunities, including devices, accessories, services and solutions.
- Conduct regular customer account reviews to maximize opportunities through analysis of critical account data.
- Provide exceptional account support through effective account action planning, participation in Quarterly Business Reviews ( QBRs) and effective management of controllable OCC’s.
- Manage Verizon cost and revenue through focus on key measure such as churn reduction and self-service utilization Identify and execute complex action plans to drive account growth, loyalty and customer experience as measured by Customer Relationship Survey (CRS).
- Collaborate with all stakeholders to drive continuous improvement.
- Develop, manage, and oversee customer training programs to ensure high value service to new and existing customers.
- Lead classroom instruction by preparing and performing classroom lecture, and in house training activities.
- Created project/classroom schedule for all guest speakers in line with all training topics.
- Excited to identify and implement changes to methods, processes, systems, to improve operations, efficiencies, effectiveness, and metrics.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service Rep, 06/2003 - 04/2006
VERIZON WIRELESS – City, STATE,
- Assisted Customer Relations Team with escalated issues and responding to correspondence sent in by external customers.
- Handled escalated calls in Supervisor's absence.
- In absence of Supervisor conducted side-by- side evaluations; best cost and price plan audits & provided resolution for escalated calls.
- Communicating with customers in their native language by telephone, email and online to provide outstanding service.
- Manages and prioritizes workload and develops goals to help meet departmental daily service level agreements.
- Assist in and support development of process improvements and continuous learning.
- Build rapport with external customers to help with inquiries including; order taking, product information, tracking deliveries, returns, sizing and quality queries.
- Discussing new products and managing multiple tasks to promptly resolve customer queries.
- Makes corrections and adjustments.
- Provides training to new employees and to co-workers on on-going basis.
- Updating computerized systems by participating in system testing for Finance and other teams to further improve customer service and satisfaction.
- Lead classroom instruction by preparing and performing classroom lecture and in-house training activities.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Customer Service Supervisor, 08/1998 - 04/2003
Southwest Airlines – City, STATE,
- Day to Day managed 150+ employee’s, operational conflicts with flights, weather & rescheduling of Agents due to conflicts.
- Responsible for 15 agents.
- Conducted & presented performance appraisals quarterly and yearly reviews.
- Provide feedback to employees and assist them with difficult tasks.
- Assisted customer Relations in responding to correspondence sent in by external customers.
- Translator for Spanish speaking passengers.
- Ensure the team follows all established procedures.
- Report to work on a regular and timely basis.
- Work cooperatively in a diverse work environment.
- Responsible for taking ownership of and professionally oversee customer escalations.
- Prepared daily schedule for all Airport positions.
- Staff management issues (vacation & illness).
- Operational coverage during vacation & sick days.
SIGMA - WHITE BELT: , Expected in 11/2015
-
AVETA BUSINESS INSTITUTE - ,
GPA:
Network A+ Certification: , Expected in 10/2014
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Verizon Wireless - Hanover, MD,
GPA:
Bachelor of Arts: BUSINESS ADMINISTRATION, Expected in 06/2000
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HAYWARD STATE UNIVERSITY - Hayward, CA.
GPA:
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