High performing CORe team member with strong knowledge of Representative, Advisory, Specialist, and Lead roles. Experienced and accomplished in supporting direct and indirect retail partners with expert understanding and knowledge of internet order center processes, credit review, and troubleshooting skills.
Detail Orientated with 100% Quality
Passionate / Driven / Motivated
Articulate / Resourceful
Committed to Performance Excellence
Excellent Communication and Interpersonal Skills
High Performing Team Player
Proactive Problem Solver
Skilled in Conflict Management
CORe Specialist03/2011 to CurrentVerizon WirelessHilliard, Ohio
Effectively and efficiently assist customers, sales agents, and colleagues with consumer and business credit review, security deposit review, order and activation processing, troubleshooting support, reactivations, consumer and business bill to account override, and device payment override review.
Strong working knowledge in the following Verizon Wireless online systems:
Performed as Subject Matter Expert during the transition of Customer Service agents cross training for CORe activations overflow.
?November 2014 - August 2015
Special Assignment: Interim CORe Lead
Provided consultative, developmental, and escalation support on CORe help desk queue for all internal and external customers.
Resolved all customer and agent escalations, verbal and written, pertaining to credit application review, order processing, and activations support, turning many detractors into promoters.
Special Assignment: User Acceptance Testing
Actively participated on the UAT Testing Team in preparation for April, May and June 2013 Enterprise Releases.
*Award* Customer Financial Services Employee of the Month
Recognized for outstanding performance, productivity, and core values.
Special Assignment: COOS Business and OST Review
Selected to participate on COOS Business Council and actively
partnered with consultants and supervisors to review, develop, and
edit national communications and OSTs for publishing.
February 2012 - March 2013
Special Assignment: Interim COOS Floor Coordinator
?Partnered with resource management to monitor service levels while providing floor and supervisor support, and managing floor phone.
Collaborated with leadership to improve overall performance of self, team, department, and company by completing side by side consultations, peer to peer coaching, and 360 Feedback.
Assisted with preparation and completion of supervisory reports, including Out Dial, Behavior Report, and WFM to identify areas of opportunity and coach individuals accordingly.
Partnered with consultants on Tier 1 Troubleshooting Team to analyze system issue reports, organize data, work with Information Technology teams to file help desk tickets, and report back to leadership teams through end of day reports.
COOS Credit and Activations Representative09/2008 to 03/2011Verizon WirelessDublin, Ohio
Assisted indirect sales channel with activations support, consumer credit review, assumption of liability processes, and performed overflow customer service representative roles, working to resolve customer, agent, and system issues.
Bachelor of Arts: English2008The Ohio State UniversityColumbus, Ohio
Associate of Arts: English2006The Columbus State Community CollegeColumbus, Ohio