Looking to excel to a position where I can utilize my problem solving and customer service skills.
Microsoft Office; proficient in Excel, Power Point, Word, Outlook & Visio
customer service Pro/trainingSep 2011 to Apr 2017 Verizon Wireless － Wallingford, CT
Customer Service Pro.
Ability to save and retain customers using effective probing and save tools provided.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Sells additional services by introducing opportunities and making recommendations according to customer needs.
Stays up to date with the latest and greatest devices by completing related training courses.
Connects with customer by building relationship on the call.
Uses probing and effective listening skills in order to provide first all resolution.
Ability to handle escalated situations in a calm manner.
Effectively deals with job stress, angry and upset customers.
Provides tier 1 technical support in order to fix devices.
Works closely with new hires coaching and developing them to set them up for success.
Always meets or exceeds DPC goal.
Assisted in a smooth transition of 2 departments merging.
Lead team in problem resolution that includes problem-solving skills to handle escalated customer situations.
This role requires my leadership in decision-maker when representatives find themselves unsure.
Assist with producing performing results in line with the company's key metrics.
Handle escalated calls.
Time management is required to prioritize daily tasks and leading the team in daily success.
Customer Service/ReceptionistJun 2010 to Sep 2012 Panorama Flight Service
Answers Multiline phone, screens them and directs them to the proper extensions.
Meets and greets pilots and students, addresses needs (transportation, hotel, food).
Responsible for dispatching and checking in flight school students,.
Maintaining medical, checkout, certification and maintenance aircraft records.
Enforces FAA Policy and Procedures.
General office duties such as filing faxing and photo copies.
Completes multiple tasks at a time on a daily basis in a fast pace aviation environment.
Store Manager/Personal AssistantApr 2009 to Oct 2009 Whims and Fancy － Hartford, CT
Ensured that business operations run smoothly and efficiently.
Ability to conceptualize, analyze, and evaluate situations in order to make sound decisions.
Marketed services to Fortune 500 companies in the surrounding area.
Researched the latest and greatest unique products to display in the store.
Developed project objectives, budgets, work plans and implementation strategies.
Analyzed industry trends and the impact on the business; determine and recommend strategies.
Developed an effective system to track inventory.
Maintained company website.
Attended and worked events such as Weddings, Parties and Baby Showers.
Customer Service TechnicianMay 2008 to Apr 2009 Flextronics － Newington, CT
Provided a high level of technical customer service support to Verizon Wireless customers.
Always met or exceeded accessory goals.
Led the team in accessory sales.
Interacted with customers on a personal level providing exemplary customer service.
Performed opening and closing duties within the device support center.
Provided direction, training and support to new hires, as needed.
Kept abreast of the rapidly evolving Verizon Wireless technology by attending trainings and testing when needed.
Managed wait time on the sales floor and created an inviting store atmosphere.
Account ManagerJun 2007 to Jan 2008 Venturi Staffing Partners － Waltham, MA
Demonstrated multitasking abilities, professionalism and time management skills by working with an outgoing team dedicated to grow the business.
Selected well-matched candidates to fulfill client job orders and maintain on-going contact with client companies and temporary professionals currently on assignment to ensure both receive exceptional customer service.
Obtained and set up interviews between applicants and client companies.
Built rapports with existing clients and performed marketing and sales activities to prospective and interactive customers as well as screening, recruiting, testing and interviewing candidates.
Ensured Compliance with company processes in performing administrative aspects of schedule verification, recruitment, file completion (checking references), credentials (checking degrees), and account management.
Related Courses: Introduction to Homeland Security, Law Enforcement & Judicial Issues, Command Management and Operations, Simulation for Homeland Security.
Education and Training
Bachelor of Science, Business AdministrationMay, 2007Mount Ida College － Newton, MassachusettsBusiness Administration
Principles of Management, Business Law, Human Resource Management, Organizational Behavior, Business Policy
Masters of Science, Business ManagementDecember, 2008Saint Joseph's College － Hartford, ConnecticutBusiness Management
Strategic Management, Business Decisions and Ethical Dimensions, Accounting, Financial Management, Marketing and Stakeholder Relations, Managing and Developing the High Performance Organization, Homeland SecurityDecember, 2008Homeland Security Management Completed
account management, Accounting, administrative, photo, budgets, Business Law, business operations, closing, coaching, client, clients, Customer Service, Dimensions, direction, dispatching, fast, faxing, filing, Financial Management, General office duties, Human Resource Management, inventory, Law Enforcement, leadership, listening, Managing, Marketing, marketing and sales, Excel, Microsoft Office, Outlook, Power Point, Word, Works, multitasking, Organizational, problem resolution, problem-solving skills, processes, producing, recruiting, recruitment, researching, sales, Simulation, sound, Strategic Management, technical support, phone, Time management, transportation, unique, Visio, website
Bachelor of Science , Business Administration May, 2007 Principles of Management, Business Law, Human Resource Management, Organizational Behavior, Business Policy Masters of Science , Business Management December, 2008 Strategic Management, Business Decisions and Ethical Dimensions, Accounting, Financial Management, Marketing and Stakeholder Relations, Managing and Developing the High Performance Organization , Homeland Security December, 2008
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