Customer Service Representative
Resume:
Huntsville, AL
Huntsville, AL
JULIE JOLLY
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highlights
High customer service standards
Service solutions expert
Strong problem solving ability
Troubleshooting skills
Telecommunications knowledge
Negotiation competency
Conflict resolution proficiency
Accomplishments
Exceeded corporate target for customer satisfaction for 12 months in a row. Assisted Revenue Assurance Project for Government Department Managed call flow with up to 3 calls in queue per minute. Experience
Customer Operations/BusinessGovernment and Customer Ope Verizon Wireless
Assist with updating/reviewing contracts with State and Federal Government Customers. Maintain an in-depth level of knowledge of products offerings, network capabilities, and possess the ability to position them as strategic solutions in a business environment. Assist with Fulfillment and Offline request order
Perform advanced troubleshooting for broken or unidentified hardware/software issues and identify network/applications issues and provide detailed information on how to setup/configure data and voice products. Verify provisioning and diagnose device or Network issues. Troubleshoot for PC Operating systems, specifically Device Manager.
Sell the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience.
Provide a high level of resolution to Federal and State government customer types as measured by Representative NPS, adapting to there needs and requirements. Customer Pro
Verizon Wireless
Pro-actively work to resolve customer issues completely and independently, works to retain customer on calls and minimize call forwarding to other departments. ************@*****.***
04/2008 to 01/2013
Huntsville, AL
09/2007 to 04/2008
Huntsville, AL
1989
Huntsville, AL
Ability to provide Tier 1 Troubleshooting support to customers. Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension. Focus on selling to customers as appropriate in order to add a line, upgrade or sell accessories. Recognize bells of churn; ensures that network and device experience meets brand expectations and leads to customer loyalty.
Sr Rep-Customer Service
Verizon Wireless
Assist new hires with their integration into customer service representative role by being a part of the Job Immersion project.
Partner with trainers during new hire classroom training, to answer questions and provide feedback for representatives during live call taking sessions.
Support management by taking escalated calls, to ensure that high quality service is provided for first call resolution.
Act as a point of contact for escalated callbacks to research customer accounts, and make sound business decisions, while maintaining customer loyalty.
Point of Contact in Supervisor's absence, by assisting peers with making executive decisions Sept 2007-April 2008.
Rep-Customer Service
Verizon Wireless
Researched escalated billing issues and negotiated resolutions to better suit customers needs, while maintaining revenue and customer rapport.
Resolved equipment related issues, by providing tier one troubleshooting. Assisted customers with billing inquiries and negotiate customers concerns for retention purposes. Provided high quality to customers to achieve customer satisfaction and first call resolution. Education
High School Diploma
Oakwood Academy
Training in Call Center Technology
Contact this candidate