Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Accomplishments
Making Your Mark Award Winner (2018) , Awarded by Verizon for uplifting and bringing numerous districts together in Verizon and giving back to the community.
B.O.S S. Program Participant (2019), Selected out of numerous candidates within Verizon to attend a program built to invest in one's own professional development.
WOW Program Participant (2019-2020), chosen to participate in Verizon's "Women of the World" campaign which was designed for women to focus on developing critical professional skills to advance within their career.
Top Performer for multiple quarters at Verizon since 2017
Led district in Net Promoter Score for customer satisfaction by achieving perfect scores from 2019-2021
Skills
Active Listening
Resolving Problems and Incidents
Collaborative Team Player
Friendly and Patient
Attention to Detail
Service Schedule Coordination
Analytical and Methodical
Time Management
Customer Communication and Empathy
Interpersonal Skills
Work History
Solutions Specialist, 02/2017 - Current Barry-Wehmiller – Boxborough, MA,
Optimized operational productivity and collaborated with staff to share and implement process improvements.
Increased productivity by collaborating with management to develop process improvements.
Provided top product quality control and inspection, eliminating downtime to maximize revenue.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Educated customers about billing, payment processing and support policies and procedures.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Trained coworkers on how to employ successful sales tactics due to receiving national and district achievements on having exceptional add-on products, sales , and account conversions on both personal and business accounts
Used knowledge of company and products to discover new opportunities to bring value to customers accounts.
Met and exceeded national quota expectations monthly to personal and business accounts
Provided firm solutions to customers to enhance and maintain positive NPS scores
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Offered advice and assistance to customers, paying attention to special needs or wants.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Communicated with vendors regarding backorder availability, future inventory and special orders.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Coordinated between various departments to resolve issues and to ensure a successful solution
Built customer loyalty by placing follow- up calls for customers who reported product issue
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
Applied negotiation and problem solving skills to resolve customer concerns and provide concrete solution
Service Level Coordinator Intern, 10/2016 - 01/2017 General Dynamics Ordnance And Tactical Systems – Carthage, MO,
Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Responded proactively and positively to rapid change.
Develop and maintain regular ad-hoc reporting for sales/ service analytics using internal data sources and verifying with external vendor reporting
Ensure accuracy and promptness when exporting and importing data into Excel to present to clients
Actively used WFM software to help manage staffing levels and to determine the most effective methods for staffing adjustments
Analyze call volume patterns to manage work shifts, lunches, and breaks
Coordinate with various communication channels regarding events that could potentially impact site call volumes.
Create and maintain call center reporting infrastructure by maintaining staffing models and participating in forecasting and scheduling processes
Reported on analytical findings in a consumable fashion using proficient Excel skills and attention to detail to inform coworkers on the site's service levels
Efficiently scheduled meetings, focus groups, and team builders for the site's representatives and for the site while exporting and importing data into Excel and T-Mobile's workforce database
Provided informational updates on a national level regarding recent, current, and future states of the business
Collected daily unplanned events (call outs, lates) and administered those updates in the WFM system
Supervisor, 05/2013 - 07/2014 DIRECTV – City, STATE,
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Maintained compliance with company policies, objectives and communication goals.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Set overall vision and provided team leadership.
Interviewed, hired and trained new employees for production positions.
Evaluated employee performance and coached and trained to improve weak areas.
Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Consistently met quarterly sales goals and increased customer retention rate year-over-year.
Introduced team contests and goals to enhance productivity and improve employee morale.
Performed annual evaluations and reviews for large staff of employees.
Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
Tracked and prepared quarterly reports of sales goals to management.
Education
High School Diploma: , Expected in - A. R. Johnson Magnet High - Augusta, GA, GPA:
Bachelor of Science: Business, Expected in 05/2022 - Southern New Hampshire University - Hooksett, NH GPA:
Certifications
Adobe Captivating Specialist (04/2020)
Successfully mastered the tools, techniques, and industry standards for
Salesforce Certified Administrator (04/2020)
Successfully handle all basic administrative functions including user account maintenance, reports and dashboards in Salesforce environment.
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