Customer Service Operations Coordinator

Twann Boykins

*** ******** ***** ***

Aberdeen, MD 21001

************@*****.***

Phone: 443-***-****

SUMMARY:

Self driven with a consistent history of achievements. Highly proficient at negotiation, time management and organization. Motivated to develop self and others. Vigorously discover and share best practices to enhance procedures.

EXPERIENCE

Amazon November 2020 - Present

FC Associate l

● Sorting Lane completions to meet/exceed auditing standards including scanning and picking

● Problem solve shadow completion

● Water spider trained and active. Close carefully inspected pallets. Remove from sort to be staged with proper labeling.

● Assist new hire peers with best practices and safety tips.

● Led start of sort group huddles

Verizon November 2005 - June 2019

Enterprise /Local State and Federal Government Customer Operations Coordinator /October 2011-June 28 2019

● Provide quality customer service to SMB, National, and Government accounts

● Resolve escalations/Assisted Management team as Floor Support

● Participated in recruitment initiative/ November 2018

● Quality workshop assistant facilitator/ August 2017

● Reduced disconnect percentage by 22% during Loss to Competition/Churn Pilot Team- February 2017

● NPS Score (customer based satisfaction scores) – 97.50% YTD 93.514% YOY

● “Great Performances-Top Performer’ commercial/ shot on site/March 2013

● Highest Accessory Take Rate/Sales center wide winner/ May 2012 Universal Coordinator/Data Technical Support: November 2005-October 2011

● Demonstrated technical skills and aptitude to learn interface, network, device and corporate systems concepts. Highly successful navigation of introductory mobile data network 1X. Created training programs of full network updates to 2X - 4X. Trained system administrators on all environments as applicable to its time. Including but not limited to Palm OS, Blackberry, Windows, Droid and Apple, CDMA, UNTS, GSM, and LTE technologies. Assigned to Tech Booster Team as Team Support Lead for implementation of all introductory sync systems 2005-2011.

● Demonstrated ability to work through problems and make supervised decisions that impact technical assignments.

● Worked closely with Network Repair Bureau, all network supported interfaces, manufactures and application developers for compilation of undocumented resolutions

● Planned and facilitated team huddles

● Added to National Call Library by Headquarters Quality Assurance team/ September 2009 Details, Details Commercial Cleaning Services May 2002 - 2011 Quality Control Manager:

● Directed, planned and implemented policies and objectives of organization.

● Analyzed operations to evaluate performance of company and staff and to determine areas of cost reduction and program improvement.

● Delegated responsibilities of subordinates

● Proposed bidding presentations to prospective clients EDUCATION: Strayer University – Business Administration, A+ Certification TrainingSKILLS & QUALIFICATIONS:9+ years management experience, 4+ years technical support, 4+ years sales and retention, 10+ years customer service experience

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