Engineer III Resume Example Verizon Communications

ENGINEER III

Summary

Effective communications employee with 32 years of experience assisting customers and associates using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in all types of environments. Smoothly manage workflow and optimize team strengths to meet service quotas.

Skills

Production understanding
Quality assurance controls
Project management
Teambuilding
Multitasking

Problem resolution
Work ethic
Coordination
Friendly, positive attitude
Critical thinking

Experience

Engineer III
New York, NYVerizon Communications/Aug 2017 to Dec 2018

Identified and implemented most efficient and acceptable resolutions to newly designed computerized workload systems.
Partnered withDevelopers and Training and Development teams on Current State of the art systems to offer continual Training and support expertise for accurate project results.
Accurately documented project hours and expenses in detail.
Recommended design modifications to eliminate machine and system malfunctions.
Trained technicians in the Northeast on newly implemented systems

Manager of Operations
New York, NYVerizon communications/Aug 1997 to Aug 2017

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Trained crew members on application of projects, customer relations and customer service.
Established work priorities to meet contractual obligations for schedule and installations.
Established organizational vision and developed strategies to achieve sales and customer service goals.
Monitored and directed all aspects of department operations and 20-member Network Technical team in production, safety, equipment, performance, quality and records management.
Analyzed strategic, core and support processes and recommended improvements to streamline processes.
Conducted performance reviews providing coaching and feedback to benefit both company and employee.
Worked collaboratively to enhance processes and implement new programs, resulting in an increase in profitability.
Managed 20 departmental associates to provide optimal productivity for multi-building campus.
Managed daily operations, including supervising multiple team members across 25 locations.
Achieved and surpassed production targets through effective staff , task allocation and materials coordination.
Maximized transition efficiency and planned and executed physical relocation, including floor plans, furnishings and wiring placement.
Examined problem-solving concepts, including quantitative methods and techniques and approaches to optimize organizational operations and facilitate decision-making.
Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Resolved issues, including challenges regarding circuits, vendors and telecoms.
Managed pre-inspections, site supervision, site measurements, scheduling and equipment management.

Supervisor
Garden City, NYVerizon Cummunications/Jan 1994 to Aug 1997

Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Evaluated customer account information to assess current issues and determine potential solutions.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Evaluated quality of representatives' phone calls and provided feedback to management.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Scheduled appointments with associates to meet customer needs and resolve key concerns.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Associate
Garden City, NYVerizon Communications/Aug 1986 to Jan 1994

Handled incoming calls with friendly and cheerful attitude for organization using TSPS-line system.
Completed connections between callers, local and overseas.
Operated telephone switchboard and routed calls to the correct destination.
Answered up to 400 calls per day in fast-paced environment, transferring callers to appropriate personnel.
Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image.
Saved employees valuable time by logging maintenance requests and overseeing completion of work.
Entered cable information and updated client records following telephone interactions.

Education and Training

Associate of Science: Labor RelationsEmpire State CollegeDec 2001Saratoga Springs, NY

Resume Overview

Companies Worked For:

Verizon Communications
Verizon communications
Verizon Cummunications

School Attended

Empire State College

Job Titles Held:

Engineer III
Manager of Operations
Supervisor
Associate

Degrees

Associate of Science : Labor Relations

Engineer III Resume Example

Resume Score: 80%

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