A Dynamic Customer Service Supervisor who
leads diverse teams to achieve company goals. I am a Customer
Service SME , bringing 22 years of extensive call
center experience in an inbound, outbound and blended
environments. My Strengths are in training and
development, account maintenance , account management, staff
support, client relations and problem solving
with sound judgment and an ability to resolve problems
tactfully and diplomatically. Ability to lead, train,
motivates, and supervises customer service employees
Call center SME management experience
Dedicated to process improvement
Conflict resolution proficiency
Service solutions expert
High customer service standards
Devoted to data integrity
Strong problem solving ability
Proficient with Microsoft Office Suite
Client relations specialist
Meticulous attention to detail
Focused on customer satisfaction
Training and development
Received Verizon Excellence Award, Business Unit Center Award for Outstanding
and Reinstalled circuits that were taken down in error
planning led to notable increase in morale in all departments.
Lead a team of Maintenance Administrators that were assigned to a special project.
Exceeded corporate target for customer satisfaction for 4 yrs
Managed call flow with up to [number] calls in queue per minute. in a row.
10/2000 to Current
Customer Service AdministratorVerizon - Silver Spring, MD
Work with several account managers covering the Potomac regional to include 4 states (Washington DC, VA, MD & NJ), Support account managers in opening new accounts and upgrading existing service.
Quickly and effectively solve customer challenges.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Global Wholesale Ordering and Provisioning Project managed and worked orders for the UNE/SPUNE Circuits Research issues for Carriers, disconnect in errors, billing for circuits that do not belong to them, busy CFA's Trained coworkers on process for minimal, PAVA, UNE/SPUNE Daily carrier escalation conference calls for order status.
I would work with supplier organization in getting the carrier their FOC (firm order confirmation).
Also participated in calls on clearing carrier issues with getting orders into the gateway error free.
processed meet point orders and exchanged with the other LECS (local exchange carrier service) Processed orders for these Low to High Bandwidth Services: DDS, voice grade, analog, DSO,DS1,DS3, DARK FIBER,SONET,IBT,IOTS VZON ETHERNET.
Worked Special Report orders and minimal process ROLLS, DIES and creating orders manually.