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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

To drive performance in a customer focused service organization by effectively applying my 16 years of telecommunications. To build a culture of service excellence across functional groups that works collaboratively towards the group of the organization. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.

Experience
06/2021 to Current Senior Representative Delta Star, Inc. | San Carlos, CA,
  • Transitioned from “Brick and Mortar” call center to “Work From Home”
  • Inform customers about billing procedures, processed payments and provided payment option setup assistance.
  • Create and implement process improvements to reduce callback efficiency.
  • Direct and led employees, supervising activities to drive productivity and efficiency.
  • Recognized bells of churn which Increase the customer satisfaction rate by 25% by improving the customer service experience. Secure customer retention by driving service and product benefits, features and recommendations around customers needs.
  • Resolve all complex and out of the box situations using negotiation and problem solving skills on each call and non-routine customer concerns.
  • Provide tier 1 troubleshooting to customers with issues with their devices to resolve their issue,
  • Pro-actively reviews all customer account information while on calls to identify and match customers current and future needs with the appropriate product and / or service.

Projects

Team Cromartie Culture Crew

  • Created games for team Cromartie slack chat to build culture and engagement.
  • Implement Incentive programs to motivate employees and drive revenue for the business.
  • Provide information to team Cromartie to make sure that everyone is aware of new promotions and changes in the business.
  • Created theme days which created a boost in positive atmosphere within our work from home environment.

Charlotte Call Center Administrator for Social Media

  • Created Charlotte Call Center first Instagram page to boost morale which lead to an increase in productivity and efficiency in the call center.
  • Promoted the Verizon brand culture through social media outlets.
  • Charlotte Call Center was featured on VZ home page for most hashtags #proud2bevzw
  • Maintained and updated the content of the profile daily .
  • Created and collected the appropriate images to be displayed on the site.
  • Managed social media accounts by composing content, engaging with followers in comments, monitoring activities and researching trends.

Customer Service Pro Counsel

  • Scheduled weekly meetings with Senior Manager to implement different ways to improve employee performance and cultivating improvement initiatives.
  • Developed trainings, assessments and performance monitoring programs to coach and mentor employees.
  • Organized events for Customer Service Pro organization such as monthly luncheons, weekly activities to boost moral, monthly recognition award ceremonies.
  • Provided floor support for Customer Service pro with assisting with answering general questions, provided different recommendations with positioning to save customers from disconnecting lines.
  • Mentored customer service pros to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.

Talent Acquisition

  • Facilitated Pre-Employment Testing to potential new hire candidates and provided the results of the assessment.
  • Maintained relationship management with potential candidates at the Department of Commerce recruiting event, provided information to potential candidates about Verizon Wireless.
  • Spearheaded the UNC Charlotte Career Carnival, providing information to potential candidates about our Verizon Wireless.
  • Developed and maintained a network of contacts to help identify and source qualified candidates.
  • Provided support to the Human Resources department and completed other projects and duties as assigned
  • Built and maintained relationships with local agencies, school and organization to recruit potential candidates.
  • Gained an awareness of talent acquisition and hiring trends and challenges. Developed strategies to attract top talent in the competitive market while focusing on creating relationships with potential candidates.
  • Learned how to review resumes, applications and how to screen candidates to potential fit within Verizon Wireless.
  • Organized a Chat and Chew with HRBP and the new hires, to discussed way to improve employees experience and also educated new hires on benefits of working for the company. Implemented different ideas to improve the morale of the business to decrease turnover with the new hires.
12/2011 to 06/2021 Customer Service Pro Verizon Wireless | City, STATE,
  • Applied exceptional knowledge of all VZW operating systems, online tools and troubleshooting on all calls that require technical assistance. Assist customers with activating their devices, set up cloud service, Emails, and downloading my Verizon services.
  • Resolved all customer issues and ensures impending solutions are effectively followed up on with customers.
  • Successfully positions solutions that increase the value of the customers' wireless experience and leads to customer adoption.
  • Performed price plan/account analysis, account inquiries, billing questions, or billing concerns.
  • Pro-actively works to resolve customer issues completely and independently, Uses expert negotiation, problem solving skills and critical thinking skills to resolve complex and non-routine customer concerns.

Projects

Charlotte Call Center Culture Crew

  • Organized and assisted with setting up corporate luncheons, IOU BBQ, kick off, field day, customer service appreciation day, family day, top performer luncheon and farewell celebration for VP Viki Boston.
  • Assisted with Pit Stop, desk move, sent out communication to team as well as calendar ideas for the center. Proposed ideas to improve the center morale. Help organize Historic clean up, making sure that the attendees are at their areas and signed in.
  • Coordinated with all parties ensuring smooth operation and positive outcomes of events.
  • Coordinated special events, awards ceremonies and other high profile meetings. + Set up tables and chairs in specific meeting.

New Hire Ambassador

  • Partnered with Human Resources Business Partners to ensure successful candidate experience, resulting in continued retention of new hires by 97%.
  • Oversea the on board process of the transition reps.
  • Communicated with new hires with any questions or concerns they may have during their transition in their new roles.
  • Arranged that all new hires are included in team meetings and activities, prep desk to make sure they were set up for success when transitions reps get on the floor as well as welcome kits.

HR Ambassador

  • Conducted weekly employees Mobile HR Table - 1 hour Benefits Highlight – Quitnet, Employee Discounts, Benefits Enrollment, Tuition Assistance, ePortfolio / Photo Day, Child care services, About You enhancements, 401k retirement plans and Talent Portfolio.
  • Facilitated focus group on Career Progression, provided information to each organization team that will help with their career.
  • Developed and implemented various strategic improvements for new hires that will reduce turnover rate.
  • Facilitated taking new hires pictures for their badges and making sure that everyone is compliant with all new hire procedures.
  • Spearheaded fashion week collecting professional attire to donate to Dress for success organization.
  • Organized and executed the Charlotte Career Expo making sure the vendors were set up and lunch was delivered, Answered any questions employee had regarding HR.
  • Created Charlotte Call Center first Blood Drive partnered with Red Cross and Sr Coord-Health & Wellness.
  • Executed Charlotte Call Center first Volunteer fair, provided information to employees on Verizon Foundation. Educated employees on volunteering their time, Volunteer Incentive Program (VIP) and Matching Gifts Program (MIP).
10/2009 to 12/2010 Inventory Control Specialist Verizon Wireless | City, STATE,
  • Completed physical inventory counts as required by company policy Implement and follow a control system to reduce damage, breakage and inventory obsolescence.
  • Reported shortage, overages and all inventory levels monthly for replenishment.
  • Verified, check discrepancies on stock quantities, packaging, quality and pricing.
  • Improved inventory accuracy from 70% to 95% by implementing effective policies.
  • Established standard operating procedures and benchmarks for all receiving functions.
  • Ensured that improving and developing inventory management processes and procedures consistently meet inventory control needs.
08/2006 to 02/2009 Retail Customer Support Verizon Wireless | City, STATE,
  • Provided exceptional customer service from greeting point through departure, ensuring customer's needs were met and that every customer had a positive experience.
  • Handled all administrative functions of the store, including cash management and asset protection of store inventory.
  • Facilitated service activation, processing electronic serial number changes and bill payments, responding to billing inquires equipment replacement, troubleshoot issues and processing price plan changes.
  • Reconciled cash (bank deposit, safe fund/till fund, daily financial transactions) and followed bank deposit procedures.
  • Facilitated with Wireless workshops performed hands-on demonstrations, with the basics, answered questions, and shared tips and tricks. Equipment replacement, troubleshooted phone issues, phone book transfers, email set up, push to talk and helped customers with utilizing self-serve.

Projects

Midwest Billing Conversation Support, Verizon Wireless Great Plains Command Center

  • Selected to travel to Minnesota to train Altel employees with the Altel Conversion in Minnesota.
  • Entered all calls into C2T2.
  • Provided troubleshooting and resolved concerns to the Altel Employee's.
  • Provide d1-on-1 POS research and training using "shared desktop" Follow-up with call back on issue resolutions.
  • Trained Altel Employee's on procedures and policies to maximize team performance.
  • Planned, supervised, and coordinated daily activity of 12 Altel employee's.

Acting Operations Manager

  • Reviewed and approved all pending credits in John McCarthy’s CEQ Ensured that store managers are approving their credits within the five day frame.
  • Provided full and ongoing support for all facets of store operations, inventory, and merchandising.
  • Supported compliance of store operations and customer request, also audited twelve stores in my zone for quality assurance, continuously identified operational gaps and implemented solutions that reflected the company’s overall strategy to our customers.
  • Provided coaching and training to all twelve stores in the zones on operational procedures.
  • Conducted weekly conference calls to discuss any new operation changes.
  • Directed the creation and implementation of a business continuity plan, and the management of audit programs.
  • Improved the communication with the marketing department to better understand the competitive position.
Education
Expected in 12/2022 Master of Science | Business Management Strayer University , Charlotte, NC GPA:
  • Minor in Project Management
Expected in 08/2018 MBA | Business Administration Strayer University, Charlotte, NC GPA:
  • Minor in Human Resources
Expected in 08/2014 BBA | Business Administration Strayer University, Charlotte, NC GPA:
  • Minor in Human Resources
  • Graduated Cum Laude
Expected in 07/2005 Associate of Applied Science | Medical Administration Monroe College, The Bronx, NY, GPA:
  • Medical Administration
  • Graduated Magna Cum Laude
Memberships

• The Society for Human Resource Management (SHRM)

• Golden Key International Honour Society

• Vice President Withdrow Downs Homeowners Association (HOA).

• Treasure of Parent Teacher Association of Stoney Creek Elementary School (PTA).

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Resume Overview

School Attended

  • Strayer University
  • Strayer University
  • Strayer University
  • Monroe College

Job Titles Held:

  • Senior Representative
  • Customer Service Pro
  • Inventory Control Specialist
  • Retail Customer Support

Degrees

  • Master of Science
  • MBA
  • BBA
  • Associate of Applied Science

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