Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Customer service expert
Strong problem solving ability
Provide floor support in the absence of management Expert in De-Escalating Analyze and Prepare reports to identify opportunities and provide feedback to Sr. Management
Provide Peer-to Peer Coaching.
Owned team productivity metrics with mini team and peer mentor assignments.
Contribute to Verizon Wireless' status as a leading wireless provider by identifying high risk customers and potential disconnect requests, and implement retention incentives to maintain loyal customer relationships.
Cultivate strong knowledge of wireless products and services by leveraging ongoing training workshops and resources.
Member of the Pro-Think Tank- assisting peers with ideas to better the business in the Pro Organization.
Pro Mentor- Daily Check In with New Pro's at the beginning of their shift.
Peer Coaching- with new Pro reps also side by side coaching, and immediate feedback.
Supervised 10+ Care Representative in absence of Supervisor
Spread headed a escalation training to reduce disconnects by 1%
Resolve escalated customer inquiries and questions by applying balanced business decisions and effective positioning.
Delivered floor support to representatives, and assisted with escalated calls.
Provided Coaching and Feed Back to representatives to enhance customer satisfaction.
Cross-trained and provided back-up for other customer service representatives when needed.
Resolved product/policy issues and shared benefits of new technology.
Assisted the team in supervisor's absence and was also relied on to motivate the team in meeting/exceeding targets.
Complete in-depth account analysis in order to identify and act on sales opportunities by leveraging consulting skills and introducing broad wireless solutions.
Assisted customer with Tier 2 troubleshooting.
Consistently provided top-quality service
Increased customer experience by providing information on new products, rate plans and services through up-selling opportunities
Recognized as Top Ten Percent exceeding metrics <90% entire="" rep="" perform="" ace="" and="">90%><95% rep="" resolve="" for="" the="" year="" ending="">95%>
Ensure that all complex and technical issues regarding billing, equipment, plans, activation's, and orders are addressed using Tier I.
Upgrade champion exceeding >30% 4G and > 75% Consistently for 4 quarters.
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