PROFESSIONAL SUMMARY

CORE QUALIFICATIONS

EXPERIENCE

SANDRA PICCOLO

* ********** ****, **********, ** 06062 C: 860-***-**** ac33hk@r.postjobfree.com Strategize, highly successful client specialist with experience in promoting internal and external business relationships for a higher success rate. Broad range of skills and abilities in identifying and analyzing customer, employee and business needs to provide a solution that is a win-win. Adept at implementing and successfully communicate with multiple levels of management to resolve issues and collaborate with multiple departments. Providing extensive assistance to internal and external customers over the phone and in person allowing the value of products and services to be utilized . Flexible and resourceful having ability to maintain a sense of humor under pressure . Excellent team - building skills . Cheerful and energetic

Team Lead

Effective team player, Customer

Service

Superior organization skills

Certified in MS Office Applications,

Word, Excel, Power Point, Acss

billing system, Vision, Avaya,

Compass ( Call Center )

.

Resolution - oriented

Dependable and reliable

Savvy negotiator

Flexible scheduling

02/2006 to 10/2017 Senior Customer Service Professional, Transition Lead, Loyalty/ Winback Coordinator

Verizon Wireless - Wallingford, CT

Working in a ever changing environment with a high degree of multi tasking. Taking between 60 to 70 calls per day. Developed effective negotiation skills resulting in a give and take with the consumer . Delivering a positive customer experience by applying in depth knowledge on products and services . Conducting Tier 1 troubleshooting when the consumer needs technical assistance. Providing equipment knowledge to sell and upsell the consumer exactly what they are looking for by having complete knowledge of all products. Able to work with limited supervision while maintaining performance measurements. Meet customer expectations by keeping and meeting deadlines. In top 10% for all rep in Call Center for last 4 years . Less than 5% churn rate year after year producing over $500,000 in added revenue. Keeping track of metrics to assist and resolve trends that may be affecting revenue in Northeast area. Collaborated with distribution partners ; Apple & Best Buy. Selected for Apple Iphone launch in NYC .Top 10% in Northeast for accessories sales from 2010 thru 2017. Verizon Wireless, Meriden, CT

Continunity Marketing Operations

Winback/ Loyalty from 02/2006 to 05/2013

Promoted to Winback/Save Team. Working with consumers who wanted to leave Verizon or have already left Verizon... In bound/ outbound calling averaging between 40 to 55 calls per day .. getting to the root cause on why the customer wanted to leave. Repairing a damaged account and giving customer a reason to stay ..In top 2 % for most Winback ( retaining customers ) Resolving billing issues and applying credits when needed. Conducting troubleshooting for service/ or equipment issues. Explaining value of products and services. Prioritized and organized daily follow ups to ensure timely resolution . Won The Presidents Award and numerous other awards for being the best in class at Verizon .

02/2002 to 12/2005 Lead Field Representative

Commerce Dept - Boston, MA

working independently in the field to gain information for a variety of Government surveys to ultimately get federal grants and monies allocated to special sectors of ACADEMIC BACKGROUND

AWARDS AND RECOGNITION

society .. Prioritize follow ups; statistics; expense reports; daily reports transmitted via PC to National Headquarters ; 50% travel in Tri - State area . 04/2001 to 08/2005 Store Manager / State Contact

Phantom Fireworks - Youngstown, Ohio

Trained 10 new employees quarterly.

Making sure current rules and regulations were up to date. Prevented store losses using awareness, attention to detail and integrity. Cross-trained and provided back-up for other customer service representatives when needed.

Successfully interacted with customers and retail buyers to expedite orders. Scouted new locations for coming years in Connecticut. Assisted customers with store and product complaints. Assisted customers in finding out-of-stock items.

Organized the store by returning all merchandise to its proper place. . Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

Police Administration/ Business Administration

Tunxis Community College / Red Rocks Community College - Farmington/ Lakewood, CT/ CO, USA

Took numerous courses at both schools .

.

Top Representative, North East/ Top 30 Reps; Verizon Lean Six Sigma Representative; Subject Matter Expert; Volunteer; CT Food Bank / Animal Shelter in Meriden, CT; Data Certification; Sales Evolution and Earn the Right #1/ #2 ; Northeast Area Presidential Award Winner Verizon 2011;Northeast Area Verizon Kick Off Award Winner for top performer 2012/2013/2014

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