Customer Service Data Analyst

Tiffany l. Adams 803-***-****

ad5dlw@r.postjobfree.com

Customer Service Professional

Organized, people-centered business professional dedicated to supporting, streamlining, and strengthening operations to achieve optimal performance. With a strong focus on data analysis and auditing, I ensure that accurate and consistent information is delivered promptly and courteously. With over six years of experience in telecommunications, customer service, and customer retention, my unmatched organizational, time-management, and interpersonal skills shine through. I excel in the implementation of HR strategies, fostering employee retention, and developing comprehensive training programs, all while navigating challenging situations with poise and discretion. I thrive on juggling responsibilities and consistently surpass the company's goals and standards.

Communuication Complaint Resolution Team Building

Product Information Customer Relations Customer Service

Areas of Expertise

●Audit, Analyze and Monitor

●Excellent Written and Verbal communication skills

●Proficient with Micorsoft Suite

●Coach and Develop

●Process Improvement

●Customer Satisfaction

●Time Management

Professional Experience

Verizon Wireless. Columbia, SC 9/2011- 10/2023

Data Analyst – Customer Service Support

Provided assistance to the Customer Service team in addressing device and account promotions, billing concerns, refunds, and requests for inactive price plans. Managed and researched written correspondence escalations, inquiries, and complaints. Handled Power of Attorney requests and supported deployed members of the US Military. Acted as a Subject Matter Expert for rebates and team engagement activities.

Summarize findings and communicate results to management, identify operational inadequacies and uses various skills and resources to retool processes

Attendance Coordinator

Review and audit timesheets in VZ Time and IEX/National Attendance Tool (NAT) to ensure accuracy. Validate and approve timesheets for a large group of VZ employees. Analyze, monitor, and track Work Place Arrangement (WPA), Family Medical Leave (FML), Short Term Disability (STD)/State Disability, and Worker's Comp claims and absences. Address Unplanned Illness Absence (UIA)/unprotected time usage and create corrective action documents using NAT. Input data into admin/term reviews for leadership. Notify employees of warnings through Work Flow Manager (WFM).

Customer Service Pro Coach

Took on the role of point of contact in the absence of the supervisor, offering peer-to-peer coaching. Contributed to team morale, engagement, and overall success. Helped colleagues analyze customer needs and concerns while keeping company revenue in mind. Developed and led classroom trainings, presentations, and recognition programs for Customer Service Pro Teams.

Customer Service Pro

Assist high-value customers, with a focus on customer retention. Evaluate and address customer needs during interactions. Investigate and resolve escalated customer concerns. Provide recommendations on Verizon products and promotions.

Customer Service Advocate/CRT

Delivered timely, accurate, and courteous responses to customer inquiries. Effectively managed inbound calls related to billing, equipment concerns, and product information. Negotiated credits and resolved billing discrepancies. Conducted outbound calling, data entry, and various administrative tasks including faxing, filing, and compiling research. Provided clear and concise technical support solutions.

SPECIAL PROJECTS

●Acting Attendance Coordinator

oResponsible for monitoring attendance and timesheets for employees across Wilmington, Charleston, Huntsville and Columbia Call Centers

●Pro Coach Customer Service

oDeveloped and delivered classroom trainings

oProvided coaching and guidance to represeatives who did not meet disconnect targets

●Transition Assistant

oProvided guidance, support, and training to new employees to ensure they were working at their best performance levels.

●My Offers Initiative

oAimed to raise awareness and enhance the utilization of My Offers within the Columbia Call Center

●Boot Camp Leader

oDeveloped customer service professionals in minimizing disconnects

oProvided thorough coaching and training to representatives to improve their disconnects numbers

●CRT- Customer Service

oReview, Researched and Resolved escalated issues

Education

Sumter High School, Sumter SC 2001

Diploma

Specialties

●Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Project), proprietary applications.

●Workforce Management: IEX

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