Summary

  • Known for achieving best in class customer service in a variety of business settings.
  • 15 years in the customer service industry with several years including managerial roles.
  • Chosen to participate on special projects to increase call center efficiencies.

Work History

Work History

Customer Advocate

May 2014 - Present
Verizon Wireless
  • Investigate and provide solutions in escalated situations to create win-win outcomes.
  • Generate revenue for the company through adding lines, upgrades, and accessory sales.
  • Troubleshoot device hardware and software through effective problem solving skills.
  • Handle customer requests in a high volume call center to achieve customer satisfaction and loyalty.

Achievements: Directors Club 2nd Quarter 2014 (for top 10 representatives)

Management Support Team(MST) Project

Aug 2014 - Dec 2014
Verizon Wireless
  • Handled the customer care departments escalated calls when customers asked for supervisors.
  • Facilitated daily huddles to address new products, new or changing procedures, and to address any concerns of team members.
  • Supported teams when supervisors were out of the office.
  • Performed side by sides with care representatives to address their areas of improvement.

Achievements: Outstanding Semi-Annual Performance July 2014-Novemeber 2014

Customer Specialist

Oct 2013 - May 2014
Verizon Wireless
  • Troubleshoot failed product issues through effective problem solving skills.
  • Manage customer relationships through courtesy and discretion to achieve customer loyalty.
  • Resolve billing complaints by performing research into the cause of the billing issues, and adjust bills accordingly.
  • Analyze customer complaints and provide appropriate corrective actions that create a win-win solution for the customer and the company.

Achievements: May 2014 Top Performing Representative

Customer Account Specialist II

Mar 2013 - Aug 2013
City of Tallahassee
  • Provided outstanding customer service through assisting customer's with their utility accounts.
  • Assisted customers with billing inquiries, payment arrangements, and accepted payments.
  • Assisted customer with the setting up and transferring of their utility services.
  • Delegated all inquiries about city services to the appropriate departments.
  • Ensured I was part of the reason why the City of Tallahassee was the #1 Public Utilities company in America.

Laboratory Assistant

Apr 2010 - Apr 2013
OneBlood Inc.
  • Designated trainer for all new laboratory assistants.
  • Perform various routine laboratory functions in a precise and accurate fashion to assist the laboratory professional staff and to facilitate production.
  • Responsible for the daily operations of the laboratory such as answering telephones, filing, and customer service. Data entry inpatient, outpatient, and collecting tubes.
  • Performed daily inventory of blood products, and bi-weekly inventory of laboratory of supplies.

Assistant Manager

Oct 2008 - Jan 2010
Sunbelt Credit
  • Answered incoming calls for customers inquiring about opening new loans, and existing loans.
  • Generated potential revenue by processing new loans for new and returning customers.
  • Ensured safe delivery of the daily deposit multiple times a day.
  • Trained new employees.

Education

Education

Bachelors of Public Administration

Aug 2011 - Sep 2013
Florida International University