Over 10 years experience in Customer Service, Business, and Management. Customer focused and results oriented. Strong background in computer operations, quality assurance, recruiting, management, auditing and reporting.
Global Enterprise Advisor12/2009 to CurrentVerizon WirelessHanover, MD
Manage overall account relationship for one of the most strategic federal government agencies.
Serve as Single Point of Contact (SPOC) and provide direct interface for daily operational and customer service support.
Manage complex tasks and routinely use non-standard procedures to resolve issues.
Create weekly and monthly customized reports as needed.
Complete face to face trainings and webinars to ensure federal government SPOC's are aware of newly added updates in the online portal.
Partner with federal account managers, government project and deployment management teams for various projects.
Responsible for defining, planning, implementing, and closing out all projects directly related to account issues.
Pro-actively audit accounts to ensure accurate set up according to contractual requirements and deliverables.
Collaborate with implementation team to periodically review and update EWI Profiles for accounts.
Audit implementation process to ensure accuracy of new and updated purchase orders.
Maintain monthly account receivables by partnering with the Federal Customer Financial Services Team.
Partner with internal departments to enhance the overall Quality of service to Government customers.
Assist internal specialists with various billing issues and system questions.
Serve as point of contact for the FBI/DOJ contract price plan related issues within DOJ GAE Team and Offline Coordinators.
Appointed as primary point of contact to manage and maintain service levels within Workflow Manager for DOJ/DHS global enterprise advisor team.
Serve as backup resource for various DOJ/DHS accounts to ensure team goals were met and exceeded.
Appointed as primary point of contact by management for escalated calls and department issues.
Lead conference calls with internal and external customers to review monthly billing, resolve any outstanding issues and troubleshoot device and network issues.
Attend monthly site visits to federal agencies as a means to build customer relationships.
Responsible for defining, planning, implementing and closing out all projects related to account issues and customer requests.
Partner with sales team to implement strategic solutions that grow market share, increase revenue and drive customer satisfaction and loyalty.
Effectively manage daily responsibilities such as connect calling, updating task log, and completing service line maintenance requests.
Coordinator/Acting Team Facilitator01/2005 to 11/2009Verizon WirelessLaurel, MD
Demonstrates strong problem solving and people skills.
Ability to work directly with internal groups to maintain satisfactory customer experience.
Utilize project management skills to efficiently complete multiple projects and tasks by their deadline.
Ability to complete a multitude of tasks within designated timeframes.
Understand the value of proper delegation and conducting independent studies.
Worked directly with a Six Sigma consultant on projects to drive revenue increase.
Complete and submit AOC issue forms and submit to Tier 2 for all system and processing issues.
Provided training to team members, one-on-one or as a group, to enhance quality, efficiency and productivity.
Extensive knowledge of contractual obligations and company profile information.
Attended project related or account conference calls and provided project status, challenges and successes.
Generated reports for supervisors on the status of orders in Work Flow Manager.
Ensured that the mandated service line attainment has been achieved on a daily basis.
Seek status updates from team on emails in wait and open status.
Point of Contact for team taking escalated orders resulting in satisfied resolution; handled bulk order requests by delegating work to others and utilizing follow up methods.
Maintained the strictest attitude of professionalism and confidentiality while communicating with the customer.
Assisted other teams in projects and returned completed product in a timely manner.
Customer Service Representative01/2004 to 12/2004Blue Cross Blue ShieldBaltimore, MD
Knowledgeable about healthcare products offered.
Professionally answered phone inquiries from insured patients in regards to their benefits.
Educated customers of their benefits.
Documented all customer interactions in the appropriate computer systems.
Referred doctors and doctor groups to patients as it related to their healthcare needs.
Completed other tasks and projects that were assigned by management.
Scheduler06/1999 to 09/2004Advanced RadiologyBaltimore, MD
Efficiently answered phones.
Scheduled patients for exams and input/updated patient information in computer system.
Verified insurance and authorizations.
Cross-trained to assist at the front desk, if needed.
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Companies Worked For:
Blue Cross Blue Shield
Morgan State University
Job Titles Held:
Global Enterprise Advisor
Coordinator/Acting Team Facilitator
Customer Service Representative
MBA : Project Management 2016 Bachelor of Science : Community Health Education 2003
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