* HIGH ETHICAL STANDARDS AND INTEGRITY * MULTI-TASKING LEADER
* CONSISTENT PRODUCER / QUICK TO LEARN * EFFECTIVE COMMUNICATOR
* ORGANIZED PLANNER / DECISION MAKER * INTERACT POSITIVELY AT ALL LEVELS Multi-faceted manager with 10 plus years of experience with a large communications company. Customer oriented, highly organized, and effective communicator. A real leader, skilled in enlisting support of all team members aligning with projects and organizational goals.Skilled [Job Title] committed to addressing customer concerns with speed, accuracy and professionalism.
Highlights
ACSS, ACSS Web, VISION, NetACE, WFM, MARS, MTAS, IEX, Rockwell, Witness, Web Monitor, Enterprise Administrator, Microsoft Excel and Word, Impact 360, CALI, Drive 2.0, My Info
Accomplishments
Experience
Employee Accounts Supervisor, 01/2005 to Present Verizon Wireless – City, STATE,
Build and maintain sustainable relationships with internal stakeholders (compliance, operations, finance, warehouse, and supply) responsible for supporting the employee accounts program Responsible for developing KPIs and reporting on the success of national and regional programs, large scale projects, and customer satisfaction surveys.
Supervisory duties include: scheduling, coaching, monthly call monitors, timesheets, appraisals and motivation of team personnel.
Recruit, train, and develop new employee account representatives Responsible for creating, implementing, and coaching a team of 10 - 12 employees on call handling strategies in order to meet and exceed service level agreements Partner with HR to align and deliver on business objectives by implementing highly creative and effective employee engagement, succession planning, and developmental training for employees in order to build and sustain the Verizon culture Create guidelines, policies, and procedures for the employee phone program which handles an average of 1800 calls daily maintaining approximately 422,284 accounts Implement contests/incentives to increase quality and productivity of each team Lead monthly team meetings with direct reports to discuss areas of opportunities and strategies for improvement Responsible for developing KPIs and reporting on the success of national and regional programs, large scale projects, and customer satisfaction surveys.
Identified all resources needed to implement the Quality Team for the Employee Accounts Department Scheduled and facilitated meetings with other department's Quality Management during the early stages of the project Resolved all issues in a timely manner Managed interviews and hiring for a team of six Implemented KPIs, policies/procedures for the team, and developed methods to audit Responsible for assuring consistency through the Employee Accounts, Concession Accounts, and Technical Support Teams Supervised a team of six Quality Assurance Coordinators Completed monthly audits on each Coordinator Responsible for communicating and updating all policies/procedures for department Worked directly with Employee Accounts, Concession Accounts, and Technical Support Management Conducted weekly calibrations Maintained all call variance information and offline defects.
Employee Accounts Coordinator, 01/2003 to 01/2005 – , ,
Delivered high quality customer service to internal customers utilizing ACSS, VISION, and the I2K billing systems Responsible for shipping of equipment and accessories utilizing NetACE Activated and maintained Concession/Demo accounts as well as Indirect Agent accounts Assisted in the training of new hires in the department Interacted directly with Compliance, Elite leadership, and Indirect Managers to ensure policy and guidelines were followed.
Credit Order Operations Specialist, 01/2001 to 01/2003 – , ,
Analyzed consumer/commercial credit reports for new service to ensure minimum risk to Verizon Wireless utilizing CATS and e*ROES systems.
Provided single point of contact support to all NE Area Indirect channels and retail outlets.
Assisted consumers with programming/troubleshooting of equipment.
Supported new hires conducting side by side coaching.
Education
Diploma: , Expected in Mount Olive High School - Flanders, NJ GPA:
: , Expected in County College of Morris - Randolph, NJ GPA:
First Start in Project Management, Writing Performance Agreements and Appraisals, Excel, Coaching for Stellar Financial Services, Leading Diverse Teams, and Civil Treatment for Managers: Business Administration/Management, Expected in Strayer University - Wilmington, NC GPA: Business Administration/Management
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First Start in Project Management, Writing Performance Agreements and Appraisals, Excel, Coaching for Stellar Financial Services, Leading Diverse Teams, and Civil Treatment for Managers
