Motivated Employee Relations Coordinator with excellent analytical skills and experience with investigating and resolving employee complaints and grievances. Possesses a clear understanding of employment law. Demonstrated ability to interact with all levels of the organization.
•Researched and reported potential billing issues to the Revenue Assurance Team.
•Approved and/or denied requests for Grandfathered rate plans, features or promotions.
•Supported the Indirect Sales Channel by processing escalated requests via submissions to the Florida CS Email Support Box.
•Successfully created and implemented the process for the Florida CS Inactive Pricing email request box to decrease the turn-around time for escalations submitted by Supervisors for Inactive Pricing Requests from a turnaround time of 3-4 days to 24 hours or less.
•Performed quality assurance audits (i.e. equipment, disconnects and credits) to ensure compliance within the Customer Service Department.
•Assisted in the planning and execution of promotional and special events.
•Drove change in Detractor survey experiences to Promoters by handling escalated situations with a success ratio of 43%.
•Provided technical assistance to call center representatives in regards to equipment, data and 3G/4G network issues.
•Successfully managed the Tampa Bay Buccaneers Reinvestment Budget (approx $1 million) and spend spreadsheet while staying within the budget margin of +/- 10%.
•Managed the Chamber of Commerce memberships for the Florida Regional Sales teams and increased enrollment and participation by approximately 20% while eliminating non-active accounts saving approximately $2500 in annual membership fees.
•Maintained the proper inventory levels of event materials.
•Assisted in the coordination of product/plan launch planning, promotional concerts,
direct mail campaigns and creative design elements.
•Assisted with all in-store Marketing events and Sponsorships (i.e. Radio Remotes, Family Fun Day, Vendor Day, NFL, NBA, Colleges and various festivals).
•Led conference calls with Store Management to address the specifics surrounding upcoming Marketing campaigns and promotions.
•Prepared reports in regards to the take rate after a campaign and/or promotion.
•Managed and updated the Disc Jockey (DJ) Radio Endorsement contracts.
•Served as the marketing point of contact for the University of South Florida, Jacksonville University and the Verizon Wireless NASCAR road show car tour.
•Worked independently with various telecommunication vendors in regards to supporting different campaigns and promotions.
•Provided recap of weekly activity and event/sponsorship involvement in addition to monthly reports.
•Assisted in the planning of Hopeline community outreach events to increase the awareness of domestic violence and further prevention efforts.
•Answered a high volume of inbound calls by assisting customers with billing/technical inquiries.
•Provided a Promoter experience by taking ownership of customer's issue by troubleshooting technical issues and resolving the issue complete with follow up when necessary, therefore increasing customer loyalty and satisfaction.
•Performed an account analysis to ensure that the customer was on the correct plan based on usage in order to proactively combat churn.
•Offered customers current promotional plans and equipment upgrades.
Society for Human Resource Management Certified Professional (SHRM-CP),Palm Beach State College,January 2017
Employment Law, Palm Beach State College, April 2015
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