Senior Representative resume example

• 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).

• 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.

• 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.