KIMBERLY

YORK

K

Y Carolina Shores, NC *****,

770-***-****

ad3pg3@r.postjobfree.com

PROFESSIONAL SUMMARY

Professional Summary

Well-qualified results and detail oriented professional with a proven record of SUMMARY accomplishment. Experienced individual with strong organizational and decision- making skills. Superb communication and interpersonal skills. Experienced multi- tasker who enjoys solving technical and business problems. Cross functionally skilled and fast learner. SKILLS

Over 25 years Customer Service

Analytical, Sales, and Data

• Inbound and Outbound Calls via Cell

Phone Products & Services

• Automatic Call Delivery (ACD)

Knowledge

•

Communications Strategic Decision

Making

• Supervisory and Leadership Skills

Account Updates

• Quality Control Professional

Communicator

• Detail Oriented Technical Support • Contract Review and Legal • Analysis skills (10+ years) EXPERIENCE

National Command Center Analyst January 2010 - February 2014 Verizon Wireless Alpharetta, GA

Responsible for analyzing employee data for hundreds of employees across the Enterprise via oversized multiple monitors.

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• Allocated employee resources based on necessity. Analyzed reports and made real-time decisions based on daily, weekly, and monthly information in order to maintain and achieve log and short term goals.

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• Responded to internal and external customer inquiries via phone, email, chat, and SMS.

• Improved operations using adept problem-solving techniques and exceptional service. Supervisor Business Support June 2006 - January 2010 Verizon Wireless Alpharetta, GA

• Supervised team of 10-48 employees and oversaw ongoing job training and coaching for the Sarbanes-Oxley Act.

• Worked from home or via conference calls as needed to support employees.

• Resolved internal and external escalations.

• Responsible for team adhering to compliance and governmental procedures.

• Worked closely with management team and analysts to create and maintain Methods & Procedures for departments.

• Worked cross-functionally with other Business Support groups, sales activations, billing, extranet and contracts.

• Performed employee feedback and coaching sessions.

• Wrote employee appraisals and assigned yearly ratings that influenced employee raises or promotions.

• Created and encouraged a positive work environment.

• Developed and implemented performance improvement strategies and plans to promote continuous improvement. Business Support Coordinator October 2002 - June 2006 Verizon Wireless Alpharetta, GA

Processed requests for Sales Team Account Executives for Account rate plan changes, cell phone agreements and contracts, service changes, credits and miscellaneous charges, sales activations and deactivations, contract and profile maintenance.

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• Responsible for Internal and External Customer Support across Business Sales Enterprise system.

• Managed over 50 calls per day or transaction requests via email.

• Supported Local, State, and National Government accounts and small business accounts.

• Trained new hires for contract sales activation department.

• Certified and Activated Business Profiles so customers could place sales orders. Reviewed customer contracts and corresponded with all business types to ensure compliant with Verizon and governmental compliance regulations..

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• Responsible for adherence to quality control processes and procedures. Coordinator Technical Support August 2000 - October 2002 Verizon Wireless Alpharetta, GA

• Resolved 50 or more technical and billing issues per day through incoming ACD and multiple applications.

• Performed Outbound Calls to resolve internal and external technical issues.

• Explained complex technical circumstances to non-technical customers for improved understanding.

• Tracked and reported network outages.

• Provisioned customers for home and roaming use through Motorola switching systems.

• Manually programmed phones for sales activation purposes.

• Integral departmental team member in the implementation or conception of new systems or processes. Customer Service Representative June 1999 - August 2000 Verizon Wireless Duluth, GA

• Responsible for large customer database via 800 (ACD) automatic call distribution environment.

• Answered 50-80 calls per day and was primary customer support.

• Resolved all customer issues regarding account .maintenance procedures by utilizing all applicable billing systems.

• Resolved new and existing customer concerns over sales process and billing.

• Built strong relationships through customer commitment and satisfaction.

• Thoroughly explained account details and new product or service recommendations.

• Customer Loyalty/Account Services

EDUCATION

Bachelor of Science - Business March 2019

University of Phoenix, Tempe, AZ

High School Diploma May 1988

Reidsville Senior High School, Reidsville, NC

CERTIFICATIONS

Certified Notary Public Certified Electronic Notary Public

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