**/**** ** **/****

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. acy3d7@r.postjobfree.com

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

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