Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.
Skilled in call center operations
Adheres to customer service procedures
Strong problem solving aptitude
Timpani Contact Center software proficiency
08/2014 to 11/2014
Project Management for Net Promoter ScoreVerizon Wireless – Greenville, SC
Verizon Wireless Partnered with Greenville call center leadership to improve the Net Promoter Score throughout the center Implemented a recording data base to track Net Promoter Score surveys which was a report sent weekly to Greenville leadership.
Reached out to customers to gain understanding of each customer interaction with the employee.
Reviewed calls and provided feedback to Greenville leadership to indentify positive and negative behaviors.
Scheduled one on one leadership training to ensure alignment with call review, employee coaching and NPS reporting.
Performed peer to peer coaching based on call review and customer feedback.
Recruited and developed two reliable employees to assist in any case of extended absence out of the office.
06/2014 to Current
Verizon Wireless Handled escalated customer situations from employees Provided out-of-box solutions Provide feedback to management on escalation trends Conduct team meetings and team training sessions Schedule team activities and meetings to encourage team morale and development Provided help with fellow representatives with negotiating and making win-win-win solutions for the customer Provide one-on-one feedback to the representatives to help reduce escalations Project Management for Net Promoter Score.
04/2013 to 04/2014
Verizon Wireless Handled escalated customer situations Provided out-of-box solutions for agents to create an excellent customer service experience Conduct side-by-side and remote call reviews Provide one-on-one feedback to the representatives Developed knowledge of S.M.A.R.T model, witness call review system and exception management system.
04/2011 to Current
Technical Support Coordinator II/Tech ExpertVerizon Wireless – Greenville, SC
Maintained a positive work environment
Provide resolution to escalated customer situations
Assist fellow representatives with information and resolutions for customer's issues
Provide feedback to fellow representatives on how to handle different customer situations
Assisted supervisor with team meeting.
Answered a constant flow of customer calls
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
01/2010 to 04/2011
Customer Service Representative
Verizon Wireless Selected as Point of Contact when supervisor unavailable Negotiated credits with customers creating win-win-win situations Demonstrated improvement based on call review after each coaching session Maintained training classes/sessions to stay current with new hardware/software Assisted fellow team members by answering questions about different scenarios.
Bachelor of Science: Computer Science Benedict College - SC Computer Science