ELIZABETH EZMERLIAN

**** ******** **** *****: 248-***-****

Bloomfield Hills, MI 48301 Email: acunft@r.postjobfree.com

A top-performing Customer Service professional with expertise in combining customer service, problem solving, and communication skills. Highly accomplished in team collaboration and ability to build and maintain relationships.

Areas of Expertise

Time Management

Strong Oral and Written Skills

Analytical

Project Management

Problem Resolution

Collaboration

Process Improvements

Microsoft Office Suite

Professional Experience

AAA MICHIGAN, Dearborn, MI 2012 – PRESENT

Customer Sales and Service Advocate

Deliver high level, customer-focused sales in a high volume, fast-paced call center environment using PC and ACD phone technology.

Provide product information in response to customer inquiries and or problems.

Analyze policies and provide cost savings recommendations.

Explain product features and service advantages to existing and potential customers to promote and sell memberships and to achieve and exceed sales goals, recognizing and promoting cross sales opportunities.

Provide price quotes on insurance products, complete endorsements and change forms, and make outbound follow-up calls to customers in response to questions or complaints.

VERIZON WIRELESS, Southfield, MI 2001 – 2012

Senior Trainer/Customer Service

Delivered training on products, equipment, and soft skills to new and existing Customer Service staff and management in individual and group settings.

Updated, enhanced, and created training materials. Collaborated with leadership team to drive company initiatives by monitoring performance and making recommendations to improve efficiency and improve quality.

Conducted peer-to peer performance observations and provided feedback.

Addressed performance and behavior issues and delivered corrective action.

Tracked, monitored, and evaluated training completions and assessed training effectiveness.

Earned Legend Award in 2008 for outstanding performance, team work and process improvements.

AIRTOUCH/VERIZON WIRELESS, Southfield, MI 2000 – 2001

Account Representative/Sales Operations

Managed approximately 130 corporate accounts with 10+ lines.

Interfaced with customers to successfully negotiate contract renewals.

Educated customers on products, services, and billing.

Performed rate plan analysis and recommended the most cost effective plans to customers.

Generated up sell of revenue builders such as features and accessories.

ELIZABETH EZMERLIAN Page 2

AIRTOUCH, Southfield, MI 1998 – 2000

Account Representative/Wholesale Department

Provided daily support to 10 reseller accounts, including resolution of service and equipment issues.

Managed number inventory to ensure consistent product availability.

Coached resellers to retain existing customer base and pursue new business.

Implemented new operational procedures to reduce processing time and overtime costs.

CELLULAR ONE/AIRTOUCH, Southfield, MI 1991 – 1998

Senior Customer Service Specialist

Demonstrated expertise in all products, technology, networks, costs, and competitor details in support of sales.

Scheduled staff, monitored call volume, and resolved customer escalations as acting weekend Supervisor.

Analyzed accounts and recommended service and products based on individual customer needs.

Partnered with Call Center Supervisors to reduce call times, increase resource utilization, and boost morale,

Achieved awards for Customer Service Excellence and Team Spirit in 1995.

Education & Training

Master of Science in Administration, General Business, Central Michigan University, Mount Pleasant, MI

Coursework in personnel Management and Human Resources and Administrative Effectiveness.

B.A. Communications, Minor in Journalism, Oakland University, Rochester, MI

Certified Technical Trainer, Comptia

Community Service

Volunteer, Pet Therapy Program, Beaumont Hospital • Oakland University Alumni Association

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