Rita Morgan

Email: abqep9@r.postjobfree.com

Address: ***** ******* ****

City: Houstno

State: TX

Zip: 77083

Country: USA

Phone: 713-***-****

Skill Level: Experienced

Salary Range: $55,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

RITA J. MORGAN

13410 Verbena Lane

Houston, Texas 77083

Phone: 713-***-****

Email: abqep9@r.postjobfree.com

PROFESSIONAL PROFILE

Results-driven professional with over 17 years of displaying extensive experience in coordination and managing financial and business relations, technical support and call center management. Demonstrates a proven ability to understand and convey complex information, ensure high quality standards are achieved with a strong ability to handle multiple tasks simultaneously. Spearheads effective business operations such as; streamlining effectiveness through coordinating schedules, working under pressure with excellent decision-making abilities, meeting deadlines, and exemplary dedication to high work ethic.

Maintains excellent written and oral communication skills, conflict resolution abilities, and a high level of confidentiality

Successful in leveraging client relationships to quickly identify and resolve product / service issues

Well-versed in executing client engagement strategies to aggressively deliver quality customer service

Works well under pressure with excellent decision-making abilities, and exemplary dedication to high work ethic

Strong organizational ability with an exceptional ability to ensure quality control based on specifications

Able to make intelligent, sound decisions in challenging times

Track record of consistent execution of corporate initiatives and quality processes

High level of personal accountability and motivation with the ability to drive these traits within a team

KEY COMPETENCIES

* Strategic Planning & Organizing * Call Center Leadership * Quality Assurances

* Technical Support * Financial Services * Customer Service Strategies

* Sales Strategies * Team Coaching and Motivating * Performance Management

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS - HOUSTON, TEXAS 2005 TO 2012

TECHNICAL SUPPORT COORDINATOR - VOICE/DATA SUPPORT

POSITION PROFILE:

* Spearheaded technology support through exceptional service to internal and external voice and data customers

* Provided high level and in depth technical support by resolving inquiries by phone, e-mail and web, in a manner and time frame consistent with department and team service levels and goals

* Troubleshot hardware and software issues and identified network/application problems, as well as PC/Mac Operating Systems including, but not limited to networking, email setup and software installation and updates, device manager and TCP/IP configuration

* Verified provisioning and diagnosed device or network issues

* Utilized Remedy ticket system for tracking customer interactions and problem resolution

* Maintained detailed documentation through logging of support cases in BMC Remedy and ACSSnet, e-mail and knowledge base articles for internal use

* Troubleshot all makes and models of cellular phones and data devices

* Resolved customer escalations and created remedy trouble tickets that dispatched engineers to problems cell sites

* Installed, uninstalled and supported computer software

* Reviewed and answered billing inquires

* Determined if equipment is faulty and sent replacements when warranted

* Created and deleted dial up connections on PC`s

* Demonstrated and practiced daily the skills necessary to handle any customer service and/or technical support call type that routed to the center in this function

* Promptly followed up with customers to ensure first call resolution to avoid repeat calls and negative customer experiences

VERIZON WIRELESS- HOUSTON, TEXAS 2002 TO 2005

CUSTOMER SERVICE ONLINE/OFFLINE COORDINATOR - NATIONAL EZ MOVE

POSITION PROFILE:

* Assisted with supervision, mentoring, and motivation of up to 19 CSR`s

* Progressed from Sr. Representative to Acting Coordinator and then promoted to official On-Line Coordinator

* Prepared and distributed statistical reports used as measurement/coaching tools to improve productivity, personal growth, and meet departmental goals

* Handled high volume of incoming calls processing relocations, assisting with billing questions, and Tier 1 troubleshot customer`s handsets

* Consistently recommended by Training Department and management to assist with New Hire classes

* Acted as Lead POC/SME of EZ Move New Hire classes, as well as supervising during supervisors absence

* Facilitated interactive classroom exercises, observed trends and recommendations to improve results, and encouraged and provided positive and constructive feedback to new hires

* Monitored and supervised as trainees demonstrated accomplishment of tasks taught

* Modeled and enforced adherence to established classroom rules and informed Trainer of any observed conduct issues to ensure productivity and success of new hire class

* Rendered assistance as Acting QA Coordinator responsible for attending weekly calibrations, monitoring calls daily, and scheduling and facilitating feedback/calibrations with reps/supervisors

VERIZON WIRELESS - HOUSTON, TEXAS 2001 TO 2002

CUSTOMER SERVICE/SR. REPRESENTATIVE - NATIONAL EZ MOVE

POSITION PROFILE:

* Serviced external and internal customers with billing, price plans, features, roaming and basic trouble shooting of wireless equipment and assisted with offline projects

* Chosen by management as mentor for new hires to buddy jack and observe call flow and call handling of customer accounts in timely manner, as well as served as a Mentor for 36 new hires

* Processed relocations for internal and external customers and provided technical support and handset programming

* Team point of contact for methods and procedures, handled team escalations

* Rookie camp Training Coach to new hires to ensure quality standards were being met, as well as system navigation and company policies to enable timely call handling

VERIZON WIRELESS (FORMERLY GTE WIRELESS) - HOUSTON, TEXAS 1995 TO 2001

FINANCIAL SERVICES/MAJOR ACCOUNTS REPRESENTATIVE - FINANCIAL SERVICES

POSITION PROFILE:

* Assisted customers with payment and professional call handling

* Reconnected and disconnected cellular service

* Performed account research, account analysis and tracked misapplied payments

* Advanced to Major Accounts Representative for high profile customers/companies

* Prepared statistical reports for monthly payments

* Worked closely with and assisted Major and National Account managers with conference calls to resolve billing issues to satisfaction to all parties.

EDUCATION

Fayetteville Technical Community College

* A+ Certification, 2012-Current

TECHNICAL COMPETENCIES

Microsoft Office Suite

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