To obtain a full time position with a dynamic industry leading company.
Excellent communication, organizational and telephone skills
Computer literate; knowledge of Microsoft office, Word, Excel and PowerPoint
Excellent work ethic
Excellent Interpersonal skills
Motivated and Creative
Billing & Order Complaint Representative August 2008 to November 2017Verizon Communication Inc. － New York, NY
complaints filed with Verizon's Executive Relation Team and governmental
agencies (Public Service Commission, FCC, Attorney General and Consumer Protection
business customer to acknowledge receipt of complaint and discuss a plan of
what went wrong and what needs to happen in order to remedy the situation and
bring about a satisfied customer, which can include: Issuing
adjustments, orders or explaining the bill in detail to help the customer
with investigators in other departments within Verizon and Senior Management.
detailed written notes about each case.
written resolution to the customer via mail or email.
“Hot Case” (case sent directly from a Verizon Executive) in a timely manner.
Track all cases on Excel spreadsheet.
Customer Service Business Representative – Call Center August 2005 to July 2008Verizon Communication Inc. － New York, NY
sales in order for company to meet projected sales revenues.
orders for service and/or features when requested by the customer.
bills when requested by the customer.
Assistant - responsibilities included:
peer coaching, conducting training classes, customer escalations, Q&A, and
coaching new employees to the unit.
Customer Service Residential Representative - Call Center July 1991 to July 2005Verizon Communication Inc. － New York, NY
Generate sales in
order for company to meet projected sales revenues.
Place orders for
service and/or features when requested by the customer.
Explain bills when
requested by the customer and make payment arraignments when needed.
Outbound calls to
customers regarding delinquent bills.
to the accounts when needed.
- responsibilities included: peer coaching,
conducting workshops, training, customer escalations, Q&A, and academy bay
(training and coaching newly hired employees).
Trouble Shooter -
responsibilities included: clearing error's on pending orders and calling