Social Media Customer Service

Dianna Avant

Aledo TX 817-***-**** ad0y9e@r.postjobfree.com

Summary

Quality- and results-driven Operations Analyst with exceptional customer service, problem-solving, and project management expertise. Remarkable people skills for motivating a diverse workforce and building trust with social media influencers (15k+ followers). A strategic communicator adept at overseeing all aspects of SDLC and solution integration. Ready to apply experience and abilities to take on new professional challenges with an established company. Core Competencies

Tracking social media trends

Monitoring social media for customer concerns;

mitigating and resolving complex social media issues Building team morale and enthusiasm

Maximizing customer retention

Utilizing root cause analysis, complex solution delivery, and process reengineering

Exercising stakeholder management

Experience

EXECUTIVE SERVICE ANALYST 01/2021 - Current

Sprint - Fort Worth, TX

Change agent who resolves a broad scope of escalated customer service issues (products/services, billing, advanced technical support) primarily involving social media accounts with 15k+ followers. Monitors social media to assess, resolve, and abate customer and consumer criticisms, complaints, and concerns. Builds close relationships with key decision-makers across the organization. Consistently implements feedback from leaders and reporting metrics. Effectively multitasks in a fast-paced, dynamic, virtual environment while providing a VIP experience for customers. Unfailingly meets/exceeds departmental goals and business objectives. EXECUTIVE SERVICE SOCIAL MEDIA ANALYST 01/2019 - 01/2021 Sprint - Fort Worth, TX

Accomplished customer service and project management professional. Led teams in optimizing customer service and retention via root cause analysis, life cycle implementation, complex solution delivery, risk and stakeholder management, project reengineering, status reports, and procedures testing. Oversaw all aspects of SDLC and solution integration. Generated status reports and performed closeout procedures. Worked closely with sponsors, stakeholders, and key clients to optimize the customer interaction experience. SMALL BUSINESS SALES/RETAIL SALES 08/2017 - 07/2019 Sprint - Fort Worth, TX

Delivered exceptional service and sales experience to all customers in a retail setting. Highly skilled at leveraging consultative sales techniques to upsell products and exceed sales targets. As a top-performing associate, provided an elite sales experience. Built a reputation for exceeding performance goals. Demonstrated leadership skills; aligned teams; strengthened brand loyalty through exceptional customer service. MCC SENIOR CONSULTANT 05/2015 - 07/2017

EECU - Fort Worth, TX

Provided exceptional service to members via the call center in a timely, professional, courteous, and respectful manner. Always exceeded call center goals and expectations by maintaining performance standards in quality and attendance with an overall team-centric work ethic. Built lasting relationships with members by putting members first and offering products/services as appropriate. Protected members and the EECU from potential identity theft/fraud by verifying members, keeping information confidential, and raising concerns, while adhering to federal and state rules and regulations. De-escalated and resolved issues forwarded from floor specialists. SOFTWARE TEST ENGINEER 01/2010 - 01/2014

Sprint - Fort Worth, TX

Determined software feasibility via analysis, problem definition, requirements gathering, and solutions development. Developed a telesales ordering and tracking system. Created test data; tested program logic; verified system flow; performed dynamic, white/black box, regression, UAT. Prepared scenarios and cases for integration and system testing. Devised complex tests to identify, recommend, and implement changes for enhanced quality assurance. Tested applications for help desk and call center support that notably increased customer satisfaction levels. Analyzed multiple networks and device data using Sprint Nextel systems to determine proper resolution. EXECUTIVE TECHNICAL ESCALATION MANAGER 01/2006 - 01/2010 Sprint - Fort Worth, TX

Effectively managed a team of 25 in resolving escalated executive-level issues. Resolved close to 100 percent of issues. Tested phones before going to market to identify software or system communication flaws; executed fixes. Developed a system to mass-communicate known issues and resolutions. Piloted a program to manage multi-device issues that resulted in Sprint developing its Specialty Device Department. Led a trial to handle multiple calls for recurring issues, resulting in the creation of the Off-Line Department. Developed a system to submit escalated issues for resolution and report to executive managers. Created a reporting system that tracked network areas needing performance improvement. Built an anti-fraud database; worked with compliance to remove fraudulent items from the system; reported abusers. Designed a system for vendors to submit unresolved issues to the team. BILLING RESOLUTION MANAGER 01/2000 - 01/2006

Sprint - Fort Worth, TX

As a Team Leader (1997 to 2006), managed up to 20 direct and 100+ indirect employees via key performance indicators

(call quality, average handle time, attendance, promotions, adjustments, training). Coordinated Activation, Customer Service, and Market Partners Services departments. Selected as Top Team for 21 out of 24 months (2005 to 2006). Handled all escalated issues; developed tools for call flows with IBM and desktop development. Tracked credit abusers for termination from Sprint network in coordination with Legal. Established a database for users to submit issues for distribution to the team, resolution reporting, and tracking. Spearheaded an invoice redesign that increased clarity for customers in understanding services billed. Developed an escalation process to assist Sales Department with lower-tier credit applicants and track VP checkbooks for credit deduction. Trained personnel for the department created from this innovation. Education and Training

TCU and Tarrant County College - Fort Worth, TX Some college (no degree; 39 CEUs) Special Recognitions

While serving as Executive Technical Escalation Manager, received Sprint's Circle of Excellence Award and the Excellence Award, which is recommended by Sprint's Chief Financial Officer.

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