Customer Service Manager
Resume:
Shatika Brady
Nashville, TN 37207
*************@*****.***
Summary of Qualifications
Solution-oriented and results driven with a drive to achieve bottom-line results within a learning
organization Senior Trainer with experience as a strategic member of a learning organization. Strong
business background acquired through learning and development from various departments, such as
customer service and financial services. A visionary with the ability to serve as a catalyst for training
needs and assessment that will include monthly and ongoing education needs for the Financial Services
Department. Able to establish rapport and creditability with diverse groups ranging from frontline
employees to members of senior management.
Professional Experience
Verizon Wireless
Sr. Trainer Financial Services Franklin, Tennessee June 2009- Present
Facilitate New Hire and Embedded Base Training for Customer Financial Services Department
• Facilitated New Hire training that department wide training with representatives meeting over
2,000 per hr within their first month of service with the organization.
• Effectively coach and develop employees to successfully meet/exceed outline objectives, peer-to-
peer coaching, working to increase bottom 20% of representatives to achieve performance
scorecard measures.
• Facilitated Collections to COOS CACS Recovery Training to improve efficiencies for Written Off
Accounts and to lower Bad Debt
• Facilitated and restructured Risk Management for Customer Financial Services and Vantage that
allowed representatives to increase Promise to Pay Taken, Promise to Pay Kept percentages by
10% and increased overall Quality Assurance Results
• Serve as Training Liaison for Customer Financial Services and Curriculum Developers
• Research and develop material for the Customer Financial Services that meets the need of the
stakeholders and is relevant to achieve a Net Promoter Experience.
• Conduct performance consultations for representations to improve individual, team, and center
results
• Identify operational efficiencies and ways to improve process and effectiveness of various
programs
• Served a Point of Contact for Strategic Partner Vantage to improve efficiencies for the frontline
representatives and Supervisors for coaching opportunities.
Verizon Wireless
Quality Coordinator CFS Franklin, Tennessee December 2006-June 2009
• Monitor and provide written feedback for representatives to ensure quality customer service is
provided to our customers Led Customer Service Department through a comprehensive redesign
through needs analysis
• Evaluate representatives performance through Coaching Sessions
• Facilitate Quality Calibrations with internal supervisors to ensure scoring consistency
• Act as Point of Contact in Supervisors Absence
• Trending and Analysis for AD teams and provide recommendations and solutions to change
behaviors Effectively coach and assist representatives to increase performance goals
Verizon Wireless
Senior Representative CFS Franklin, Tennessee December 2004-June 2006
• Receive and make outbound calls to customers to provide assistance with financial assistance
such as setting payment arrangements.
• Assist Representatives with escalated calls and call control.
• Worked with multiple billing systems and tracking systems: ACSS, CACS, Vision, and Info
Manager
• Recognized for consistently meeting and exceeding quarterly goals and customer satisfaction.
Professional Experience (Continued)
Sprint PCS
Lead /Customer Service Representative III Nashville, Tennessee June 2001-December 2004
Provide customer service by resolving inquires regarding billing and equipment, secondary level for
Technical Troubleshooting, special customer situations assistance for internal employees
• Received escalated calls, answered questions and help develop the specialist
• Work with network department to communicate and resolve service issues.
• Worked with multiple billing systems and tracking systems
• Analyze, research, and resolve billing issues, service, pricing and equipment inquiries, claims and
adjustments
• Conduct audits for stellar performance with on demand feedback to improve overall performance
of the team
• Complete trouble tickets for International Dialing issues
• Assisted in the reduction of the Average Handle Time to promote the World Class service
United Cellular
Store Manager Nashville, Tennessee August 1999-June 2001
Provided quality leadership, training, and guidance to a staff of 10-15 employees and ranked as one of the
top selling resellers for the entire organization.
• Improved Store close rate by 10 percent on a consistent basis
• Recruited, staffed, and trained team members with emphasis on customer service, merchandising,
sales and store image
• Monitored store level strengths, weaknesses, and identified competitive pressures to develop long
term merchandising strategies.
• Consistently improved customer satisfaction quotes on a monthly basis.
• Developed a new inventory program that was used to lower shrinkage for the South Area
Education
Bethel University
Masters of Education
Graduated May 2012
Bethel University
Masters of Business Administration Degree
Graduated September 2009
Bethel University Business Management/Organizational Development
Graduated December 2007
Certifications
GIFT (Guide, Instructor, Facilitator, Trainer) Certified- June 2009
Customer Financial Services-June 2010
Achieving Collections Excellence- August 2010
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