Crystal Jones

**** * ******** ****. *********, MD

Phone: 443-***-****

aco3hr@r.postjobfree.com

O BJECTIVE

Successful customer service professional with over 10 years experience in large scale call center environment. Consistently

utilize high level patience, attentiveness and outstanding customer quality. Possess leadership experience with the ability to

manage multiple projects while meeting challenging deadlines partnering with operations, fulfillment and sales to ensure

departmental efficiencies are maintained. As well as serve as SME for WFM, Service level, Order Processing and VZW Products

& Services. To be a strong individual contributor and exemplify project management skills by focusing on identifying process

improvements and partnering with multiple cross functional teams to ensure project deadlines are met and customer satisfaction

is obtained.

PROFESSIONAL EXPERIENCE

Verizon Wireless February 2001- Current

Offline Fulfillment

Coordinator Government Accounts

• Supports Government Customers such as FBI, Whitehouse, TSA & FAA by assisting and maintaining audit reports,

account history, accuracy, and relevant account details in order to provide a same day completion time to maintain

service levels

• Process escalated account maintenance and billing requests within company guidelines and contracts

• Generate reports that assist sales staff with best pricing option for customers

• Assist Management with detailed tracking sales information for highly sensitive white glove accounts

• Process, review, accept or deny fallout equipment orders and activations.

• Respond to requests via email from field sales staff for information i.e.; price plan analysis and customer information

while providing administrative and sales support, i.e.; proposals, marketing information, handling customer service

issues, problem solving and follow-up on customer service issues;

• Processes all appropriate documentation for new orders/renewals and ensures policies and procedures are met with

regard to sales activations

• Manage WFM boxes associated with federal government orders initiated directly from Federal customers and internal

Verizon Wireless teams.

• Trained new hires on Federal wireless policies/policies and departmental procedures.

• Partnered with Finance, Global Enterprise Advisors, Deployment, Contracts, Compliance, and Implementations teams

to ensure Government customer’s immediate needs are met.

• Utilize excellent organizational, analytical, oral/written communication and interpersonal skills while e nsuring

compliance with corporate business requirements are maintained.

•

Online Consumer Customer Service

Senior Representative

• Responsible for promoting and maintaining 100% customer satisfaction

• Handle escalated customer inquires

• Ability to clearly and concisely articulate Verizon Wireless policies and procedures

• Assist internal and external customers with numerous customer issues

• Provide customer resolutions to ensure FCR is achieved

• Strong cognitive skills in analysis, time management, decision making and negotiating

• Responsible for processing equipment upgrades and accessory orders

• Maintain daily, monthly stats (Overall Leading yearly)

• Ability to maintain focus when under pressure and in a fast-past environment

• Team Point of Contact for Supervisor

• Assist Associate Director with special projects

Representative

• Research and resolve billing and service equipment issues

• Provide information on our product and services

• Follow up on calls and ensuring superior result

RELEVANT SKILLS AND EXPERENCE

A+ Certification, Windows, Microsoft Access, Vista, Microsoft Office, Microsoft Word, Microsoft Power Point, Microsoft Excel,

Microsoft Outlook, Microsoft Word Perfect, Advanced Computer Applications, Data Entry, and Advanced Typing (over 55 wpm),

ACSS, Work Flow Manager (WFM), EWI, Info Manager, Cognos, Data Warehouse, Hyperion, Teradata, MARS, MTAS, My

POS, ECPD / EWI, My Business

EDUCATION

2008-2012 Kaplan University Bachelors of Science in Forensic Psychology

1991-1994 Milford Mill High School Windsor Mill, MD

REFERENCES

Damon Lisbon aco3hr@r.postjobfree.com 443-***-****

Cynthia Nixon aco3hr@r.postjobfree.com 443-***-****

Contact this candidate