Summary

Achievement-motivated, detail oriented, top performing sales and management professional with 10+ years of business experience. Works well independently as well as harmoniously with a devoted team while encompassing the natural ability to lead. Leader with excellent sales and customer service skills, encompassing the ability to be creative and effective in increasing market share. Objective problem solver with proven ability to motivate others, train and retain peers with leading to success. Ability to analyze solutions to increase productivity and reduce costs. Ability to multi-task, prioritize and manage time efficiently.

Education

Middle Tennessee State University, Murfreesboro, TN

Bachelors of Science, Political Science

GPA 3.8/4.0

Professional Experience

Verizon Wireless, Huntsville, AL 2010-Current

Coordinator, Account Management (Government Support Center) 2013-present

Responsible for processing offline requests from Local, State and Federal Government Customers.

Balance both efficiency as measured by Average Volume Per Day (AVPD) and accuracy as measured by Fulfillment audits (using Zero Defect methodology) in order to meet customer expectations in Service Level and Quality

Be proficient in customer-facing systems (ACSS, ECPD, WFM) with ability to provide efficient customer support on large accounts

Possess strong communication skills in order to provide written and verbal clarification and direction to internal and external customers related to corporate accounts, while ensuring first contact resolution

Driving a team of twelve individuals to remain in the top three percentile of sales associates nationwide

Maintain an in-depth level of knowledge in all order processing procedures, account maintenance transactions, and related compliance requirements.

Assist with escalations and large research requests

Provide online support as needed and answer all account, equipment ordering, and My BIZ/VEC-related questions

Coordinator, Technical Support 2011-2013

Provided technical solutions for inbound customer calls.

Also responsible for submitting National Trouble Tickets regarding escalated issue

Appointed as Technical POC for Technical Support Transition team. Responsibilities included: Developing new coordinators in their position, assisted with managing time off options, assisted with career progression and successfully assisted several coordinator in their promotions to Leadership. Maintained Top 5 tech support team nationally in scorecard performance during tenure as POC.

Advocate, Customer Service 2010-2011

Provided customer service solutions for inbound customer calls

Also assisted with escalated issues related to customer service

Appointed POC for supervisor on several occasions

Participated in mentor program while in Customer Service.

Satellites Unlimited, Madison, AL 2007 - 2010

Corporate Trainer/ Administrative Assistant / Customer Service Coordinator

Monitored and coached performance of 50 technicians

Trained new and current Customer Service / Office Administration / Management

Created various Power Point Presentations that were adopted into company policy

Traveled to and re-structured remote office procedures for 13 offices

HR Personnel File Management Protection management

Daily Reporting to Corporate Officers utilizing Excel Spreadsheets and Word documentation

Lifestyle Staffing, Shelbyville, TN 2007-2007

Account Liaison

Interviewed and placed candidates based on business needs

Created various reports using Microsoft Excel, Word and Power Point

Supervised 30+ employees to ensure company compliance guidelines

Cubic Transportation 2005-2007

Executive Assistant

Legal Editing

President and Vice President: travel arrangements/ weekly reporting/ production analysis

Drafted Itineraries

Created and managed Excel Spread Sheets for weekly financial meetings

Accomplishments:

Promoted to corporate trainer and appointed in charge of all Customer Service Representatives companywide for Satellites Unlimited for Dish Network.

Developed several adopted company policies after extensive research at SUI. I was consistently recognized as the leading Customer Service Representative / Administrative Assistant in the company as my opinion and ideas were repeatedly valued and respected by corporate officers.

Many ideologies were presented to me to develop and all presentations were accepted as exceptional and immediately adopted into company policy through the human resource sector.

Received Credo Award and Most Improved Award in Government Support Center in 2015

Projects/Special Teams

Appointed to ACSS Web Subject Matter Expert for Team, responsible for reporting and collecting data related to ACSS issues and concerns. Reported Data to Consultant over project, and led to many initiatives to improve efficiency in department.

Selected to assist in the launch of the Digital First Team. Appointed to track daily activities submitted to the Offline Fulfillment Team that can be conducted via customer business account. Partnered with Global Advisors to educate customers to increase online usage and decrease email order submissions.

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