Nicole Lawrie-Jackson

*** ***** **** ****** ******** Park, NJ 07508 C-862-***-**** ac4n3c@r.postjobfree.com

PROFILE

Customer service professional with over 20 years of experience in account administration, phone sales and retention.

Looking for a position within a reputable company in which I can advance.

AREAS OF EXPERTISE

Special talent for handling irate customers

In -depth knowledge of processing orders, computing charges and administering bills and payments

Excellent communication skills

Track record of effective listening and responding to customer’s needs and concerns

Go above and beyond to help

Customers

30+ certificates for 5- star service

PROFESSIONAL EXPERIENCE

Verizon Communications INC, Livingston, NJ

July 2006-Dec-2017

Consultant

Assisted customers with inquiries about their bills, processed payment arrangements, payments, issued claims, and ensured proper credits were issued

Increased Verizon’s revenue by selling broadband entertainment and other telecommunication products

Exceeded monthly sales and service objectives, attained all metrics, AHT, Saves, Post billing adjustments and 5- star delivery service

Managed and completed all follow ups necessary for sales and issues that required an investigation

Volunteered for 6 months on the escalation team assisting reps with takeovers and helping with order issues that needed further research

Interacted with other departments by phone, e-mail, and SMS to get resolutions for customers

Worked in the loyalty que to save customers from canceling and kept existing customers from leaving by right sizing their packages, renewing their contracts to give them better pricing, and followed up with them to make sure they were happy with services rendered

Price Water House/Mellon, Little Falls, NJ

Oct 2001-July 2006

Benefits Case Specialist

Answered all incoming calls providing information and resolved issues pertaining to Health and Welfare, Pension and 401K benefits for SunTrust, PWC, and American Express employees

Logged all transactions for plan participants regarding their 401K benefits which included fund transfers, contribution rate change, fund allocation changes, loans and withdrawals and final distributions

Ran Projections and commencement packages for employees

EDUCATION

Criminal Justice, Bergen Community College, Paramus, NJ

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