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Work Background
Verizon WirelessSenior Technical Support Specialist
Mar. 2023 - Oct. 2024Provision and maintain wireless network at home, work, and various locations, as well as assist with Home Internet and Booster device setup and activation.
Solved multiple problems pertaining to the IOS and Android platforms via messaging support.
Provided support and resolutions to customers having issues connecting to the internet with their connection devices and laptops.
Maximized customer value through effective communication.
Provided excellent customer service and addressed customer inquiries in a timely manner.
Provided technical support to customers by troubleshooting and resolving software related issues.
Verizon WirelessCustomer Support Supervisor
Mar. 2022 - Mar. 2023Address the Escalated Concerns of Customers via Written Correspondence
Process the Fallout Applications of Promotions
Partnership with 3rd Party Chat Support to help resolve concerns to assist customers
Assist Representatives with escalated concerns regarding missing Customer Promotions and associated gift cards. Provided digital assistance to customers experiencing technical difficulties.
Provided guidance, training, coaching and mentoring to call center team members.
Conducted performance reviews of call center staff and documented results.
Monitored chats for quality assurance purposes.
Implemented strategies to improve customer satisfaction levels.
Assigned tasks to agents based on their skillset and availability.
Ensured that agents complied with applicable laws regarding privacy protection.
Verizon WirelessSenior Customer Service Representative
Aug. 2014 - Mar. 2022Lower call volume and improve service levels by teaching and training customers how to use their devices and resources to become more self-sufficient, while promoting self-serve options.
Drive revenue generation by building and leveraging rapport with the customer while positioning products and services as long-term solutions to suit their needs.
Organize fun and exciting ways to motivate team members and boost employee morale while promoting customer advocacy.
Improve the customer experience by customizing solutions and making each customer's experience personal.
Fulfill Support as a role model by demonstrating strong communications skills, work ethics, and sound judgment in the application of policies, procedures, and guidelines.
Provide floor support, serve as 'Team Point of Contact' when Sup out of the Business; and facilitate team huddles.
Verizon Wireless WorldDigital Technology Specialist
Apr. 2011United States
Verizon WirelessFinancial Services Professional
Apr. 2011 - Aug. 2014Answered customer questions and concerns regarding current and delinquent accounts.
Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
Effectively balanced inbound and outbound calls as dictated by business needs.
Utilized advanced collections and interpersonal techniques to resolve challenging situations.
Listened to internal and external customers and communicate information clearly and concisely.
Verizon WirelessInternet Specialist
Jan. 2011 - Apr. 2011Handled inbound customer calls relating to activations, the use of equipment, shipments via FEDEX and other shippers, the return of equipment to the warehouse (CTDI), WFG exchanges, and status inquiries of consumer Internet orders.
Handled escalated calls and provided one call resolution for the customer pertaining to credit applications for service, device activation, and Internet order tracking.
Provided solutions for customers experiencing problems in getting equipment activated, returned, or received after making purchases through the Internet channel.
Processed orders through Work Flow Manager (WFM) submitted via the Internet for consumer customers.
Assisted with iPhone launch via Internet channel; order processing, activation assistance, and process WFG exchanges for iPhone devices.
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