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Work Background
UKGProduct Support Representative
Jan. 2023
Verizon ConnectSaaS Implementer - Account Coordinator
May. 2022 - Jan. 2023• Orchestrate implementation of 30 to 60 SaaS contracts each month; onboard new accounts and build strong partnerships with new and existing clients.
• Instruct customers in proper use of software; answer questions and explain complex concepts in easy-to-understand terms.
• Utilize CRM software to drive customer relationships; communicate proactively to address outstanding issues and resolve concerns.
• Excel as new hire liaison; lead customer experience KPIs; offer guidance and mentorship to new hires and junior team members.
• Identify opportunities to streamline workplace processes; strategize actionable recommendations for presentation to senior leadership.
• Offer key insights drawn from industry experience to improve sales, employee engagement, and customer satisfaction and retention.
• Balance multiple tasks and priorities simultaneously in a dynamic, fast-paced environment while meeting tight deadlines and strict performance requirements.
VerizonCustomer Relationship Management Coordinator
Jan. 2020 - May. 2022
VerizonCustomer Service Supervisor
Nov. 2014 - Jan. 2020• Oversaw day-to-day operations while motivating team members to achieve short- and long-term performance goals; tracked KPIs to anticipate and correct adverse trends. • Modeled servant leadership and guided teams through problem-solving processes; identified solutions that prevented issue recurrence.
• Established rapport and built collaborative employee relationships via positive reinforcement and clear communication with front-line personnel.
• Coached and mentored team members in policies, procedures, and best practices with a focus on professional development and timely achievement of company goals.
• Reviewed employee performance against set standards; delivered constructive performance reviews centered on achieving excellence through continuous improvement.
• Spearheaded and facilitated trainings to improve employee skill sets in the areas of time management, customer service, profitability, and revenue generation.
• Pioneered initiatives to boost employee engagement and enhance workplace experience; created a workplace culture that promoted work-life balance.
VerizonCustomer Loyalty & Retention Specialist
Sep. 2012 - Nov. 2014• Forged and fostered positive customer relationships by creating memorable experiences and delivering exceptional customer service.
• Partnered with account executives and solutions analysts to garner in-depth understanding of High Revenue Accounts expectations.
• Cultivated up-to-date knowledge of available products and services to close sales, upsell related products, and answer questions regarding features and benefits.
• Leveraged active listening and critical thinking skills to clarify customer complaints, ascertain cause, and produce effective solutions for timely resolution.
Lane BryantStore Manager
Sep. 2008 - Aug. 2012
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