Shanronda Brady

**** **** ******** **, *******, *0311 (US)

443-***-****

adv0g0@r.postjobfree.com

PROFESSIONAL SUMMARY

Bring 31 years of office/customer support experience working within high volume call center environments. Excercise independent judgement, decision making and problem solving abilities. Proven ability to establish rapport with customers and exceed sales quotas. Dedicated Customer service representative motivated to maintain customer satisfaction and contribute to company success.

EMPLOYMENT HISTORY

Customer Service, Verizon Communications

Customer Sales and Service

*Establish new accounts, move orders and perform billing inquiries and adjustments.

*Maintain monthly sales goals and adhere to daily schedules.

*Coordinate with internal Engineering/installation and maintenance to ensure installation and availability of fiber orders to completion in a timely manner.

*Assist with new hired associates on company training and process.

Mar. 1991 - Oct. 2022

Silver Spring, MD

*Administered outstanding customer service in a call center environment.

National Care Portal

*Provide onsite support to installation and maintenance technicians.

*Administer outstanding customer service to external and internal customers.

*Acting as management support daily to a team of 10 service representatives to recommend solutions to existing problems.

*Analyzing root causes while technicians are onsite to help identify order errors and drive customer satisfaction. Executive Escalations/Internal Help Desk(IHD)

*Ensure effective problem solving and resolution in response to Wholesale and Consumer appeals received from the Potomac State Commissions, external agencies and Verizon Executives.

*Perform customer follow-up to verify final resolution and determine satisfaction level.

*Performs immediate analysis of customer problems and implements correct actions to restore and avoid recurrence.

*Provide floor support to Call Centers within the Mid-Atlantic Region during the launch of Fios ordering and billing systems.

*Function as the customer's single point of contact, when escalated.

*Investigate and resolve disputes in regards to billing and orders.

*Assist with supervisor call backs, when needed.

EDUCATION

High School Diploma:Business

• Western Senior High School, Baltimore, MD

Jun. 1985

CERTIFICATE

PSI Institute(Programming and Systems, Inc.)2000

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