Barbara J Griswold

***** ******* *****

Spring, Texas 77379

Phone # 281-***-**** abqtn6@r.postjobfree.com

Summary

Extensive experience in the Wireless Industry working in Technical Support,

Customer Services, and Retail Sales. An accomplished leader with strong

interpersonal and presentations skill used to effectively communicate with

all

Professional Experience

Verizon Wireless, Houston TX 1990- 2012

(Verizon purchased GTE Mobilenet 1997)

Supervisor Tech Support (2006-Present)

. Managed and monitoring, coaching developing and training

representatives to meet and exceed company goals and Key Performance

Areas of focus included first call resolutions, CSTS, NPS, to ensure that

the

. overall customer issue solve on the first in to the center

. Time management and superior quality service on every call

. Managed customer escalations issues daily

. Promote Team Player with associates

. Lead Interview process for Tech Support positions

. Managed and partner with peers to improve the attendance in the call

center, impleted program for perfect attendance by rewarding

employees with Recognizing You awards monthly which resulted in

improvement and over all attendance in the call center by 40%.

Retail Assistant Manager (2006)

. Hiring, managing to store quota, motivating and training sales and

customer service in a store environment. Also merchandise the store

with new products monthly.

Retail Store Manager (1997-2006)

Managed 2 stores at a time in different location.

. Monitor inventory monthly

. Store appearance

. Train sales staff in new product

. Lead the first store in district to exceed 500 activations in on

month.

. Network with BBA monthly luncheons

. Merchandise store monthly

Supervisor and Sales Associate (1996-1997)

. Responsible for managing 10 sales associate responsible for Major

Accounts employee accounts

. Selling cellular service to individual that came in the store daily.

Exceeded the monthly goals.

Retail Store Manager (1994-1995)

. Maintain merchandise and inventory, as well as store sales goals with

the Sales Associates.

Marketing Assistant (1993-1994)

. Assisted with the In Direct agents with implementing employee rate

plans.

. Managed awareness to In Direct stores on how the rapport was with

the sales associates and customer to avoid charge back for store and

associate

Major Account Assistant (1993)

. Traveled 40% with Major Account managers to customer sites

. Reviewed contracts to ensure proper billing set up in the billing

system

. Scheduling liaison for vehicle phone installations

Customer Service and Retentions Dept (1990-1993)

. Positions the benefits of GTE versus Houston Cellular service.

. Monitor and support coordinators to ensure compliance, billing system

data

. Maintained National Account collections.

Skills

Microsoft Office

Education

North Harris and Eastfield College

Professional Educations

Interpersonal Skills Training

Dale Carnegie Public Speaking and Human Relations

Maximum Performance Coaching

Accelerating Team Productivity

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