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Objective
To obtain a challenging and rewarding
position that applies my 12 years of Customer Service and Management
skills to meeting the needs of a growing company.
WORK EXPERIENCE:
Verizon Wireless, North
Charleston, SC
Customer Service Supervisor (2007-Present)
Services include:
- Manage a team of 12 Customer Service
Representatives in a fast- paced environment
- Demonstrate effective problem
evaluation and resolution through decisive handling of escalated
customer issues and complaints
- Prevent turnover and promote revenue
growth
- Suggest and implement quality
improvement suggestions
- Maximize customer retention
- Support a full range of human
resource functions, motivating and coaching for peak performance,
developing action plans, and conducting performance evaluations
- Assist employees with career
development and progression
- Coordinate team contests to increase
statistics and team morale
- Analyze, research, and resolve
service and equipment inquiries
- Respond to customer correspondence
regarding billing inquiries and other issues
Verizon Wireless,
Wallingford, CT (2003 – 2007)
Customer Service Supervisor
Services performed:
- Managed a team of 12-13 Customer
Service Representatives in the Business Support Center
- Supported a full range of human
resource functions, including motivating and coaching for peak
performance, developing action plans, and conducting performance
evaluations
- Assisted employees with career
development and progression
- Achieved thorough understanding of
WITNESS (call monitoring system)
- In-depth knowledge of cellular
service acquired by establishing interdepartmental relationships
- Coordinated team contests to
increase statistics and team morale
- Demonstrated effective problem
solving and resolution through decisive handling of escalated
customer issues and complaints
- Maximized customer retention
- Consistently met and/or exceeded
business and team revenue goals
Verizon Wireless,
Wallingford, CT (2002-2003)
Lead Coordinator
Services performed:
- Acted as Supervisor on
an as needed basis and in the absence of my supervisor
- Resolved complex
technical and billing issues, demonstrated thorough
understanding of billing systems and technical
applications
- Utilized advanced
negotiation skills and creative problem-solving
techniques in handling escalated customer complaints
- Assisted in the
development and training of new hire employees
Verizon Wireless,
Wallingford, CT
(2001-2002)
Customer Service
Specialist / Senior Representative
Services
performed: |
- Responsible for account
maintenance and resolution of complex billing issues
- Analytical and
troubleshooting skills, programming of equipment
- Assisted in the handling
of escalated customer complaints for the team
- Facilitated training for
new hires and tenured employees
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Technical Gas Product,
Stratford CT
Bio Technician
(1999-2001)
Services performed:
- Served as liaison between client and
office repair and maintenance
- Maintained all medical equipment in
facilities and delivery vehicles
- Responsible for troubleshooting
equipment, diagnosing technical issues and taking corrective action
in accordance with NFPA 99 2000
- Created flexible plans to meet
changing opportunities by scheduling deliveries and maintaining
records
Military Experience
United States Army, Nyack New York
Staff Sergeant Global War on Terrorism
(1997-2007)
- Served as general construction team
leader in horizontal construction squad in combat for a heavy
engineer company
- Responsible for executing all heavy
equipment construction operation assignments, including constructing
beams, excavation, grading requirements, soil stabilization and
drainage
- Prepared and completed operator
usage and productive reports
- Maintained all assigned equipment
responsible for welfare and training of seven soldiers
Accomplishments
- Army Commendation Medal
- Army Achievement Medal
- Army Reserve Components Achievement
Medal (2nd Award)
- Non-Commissioned Officer
Professional Development Ribbon
- Global War on Terrorism
Expeditionary Medal
- Global War on Terrorism Service
Medal
- National Defense Service Medal
- Armed Forces Reserve Medal with “M”
Device
- Overseas Service Ribbon
- Overseas Service Bar
- Humanitarian Service Medal
Computer Knowledge:
Proficient in Microsoft Word, Works, Excel and Power Point
EDUCATION:
GRANTHAM UNIVERSITY (on line), Kansas
City, MO. Completing a Business Degree in Business Management
UNIVERSITY OF BRIDGEPORT, Bridgeport,
CT. Attended 9/93 to 5/97. Completed over 130 credits in Business,
Finance, Management, and Marketing courses
BASSICK HIGH SCHOOL, Bridgeport, CT.
Graduated 6/92
References Provided Upon Request
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