Customer Service Support

Laury Rhinehart

Mobile: 501-***-**** Email: ********.***@*******.***

Professional Skills

Education

Communication

Customer service

Database structure

Training and development

Microsoft word, power point, outlook, and excel.

Work Experience

Support Coordinator Verizon August 2015 to August 2023 Little Rock, AR (Remote)

Train new team members on company policies/procedures

Monitor new software and technologies to improve the customer experience.

Provide daily customer support to internal and external clients via phone, email, and live chat.

Handling incoming customer requests, both from external and internal calls & emails as well as from vendors by raising cases, escalating, and communicating with related stakeholders.

Actively working with other departments of Verizon Connect global organization as well as dealing with customers and vendors daily.

Forecast, execute, and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.

Support the local team with contractual matters and project work.

Advocate for customers internally by sharing their voice.

Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.

Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.

Accounts Payable Clerk Landers Toyota February 2014 until August 2015 Little Rock, AR

Perform general accounting functions, including, but not limited to reconciliations, intercompany transactions, general ledger entries, accounts receivable/payable, and taxes.

Produce and present complete, accurate, detailed, and informative accounting reports.

Analyze financial reports and summarize financial statuses.

Perform payroll back-up duties, as needed.

Identify, investigate, and rectify accounting and reporting exceptions and errors, and provide recommendations for improvements.

Evaluate policies, practices, and procedures, and suggest improvements for optimal efficiency.

Provide technical support and advice on completed work.

Participate in improving financial and accounting standards and forecasting processes, and in developing departmental goals.

Ensure safekeeping and protection of financial and confidential information, data, records, and files.

Maintain strict confidentiality.

Other accounting related duties and responsibilities, as assigned.

Monitor employee morale and company culture and identify future staffing needs.

Collaborate with the human resources team to develop effective recruitment strategies.

Process complaints regarding sexual harassment, discrimination, or other instances of workplace harassment and assist in any necessary investigations and disciplinary actions.

Conduct exit interviews and recommend corrective action if necessary.

Education

John L. McClellan High School Diploma August 1987 until May 1991 Little Rock, AR

Pulaski Technical College Associate of Applied Science August 2011 until June 2013 Little Rock, AR

Reference

Upon request

Contact this candidate