Service Representative Customer
Resume:
Wanda McCoy
Madison, AL **757
********@*****.***
OBJECTIVE: To obtain a position in Purchasing or Customer Service, that I may utilize my excellent pricing negotiating in sales, typing, and expert knowledge of word processing and spreadsheet programs, with strong interpersonal and organizational skills as well as superior telephone skills and familiarity with office equipment to benefit others. EDUCATION:
CompTIA A+ Certification
Calhoun Community College, Huntsville, AL 2010
Overall GPA: 4.0/4.0
Business Administration B.A degree
Southern Junior College, Huntsville, AL
Overall GPA: 4.0/4.0
Not Completed. Gained experience with team oriented projects Jan 2018 - Feb 2023 Verizon Wireless
Support Coordinator
● Plan and coordinate support team meetings
● Connect with supports and customer services representatives
● Establish and maintain support records
● Coach, refine and reflect
● understand what might impact the ability to access and maintain services and supports.
● Assist with day to day activities required by personnel ( skill builders, coachings )
● Assist with Document Control duties
● Task oriented demonstrating the ability to handle large workload demands November 2015 - Dec 2017 Verizon Wireless
Government Customer Operation Coordinator
● Provided online support to internal and external customers through account servicing and maintenance for Federal,State and Local Government Accounts.
● Provided a high level of resolution support to multiple business customer types by adapting to their varying needs and requirements.
● Provided efficient customer support on enterprise size accounts with the ability to be proficient in customer-facing systems (ACSS, MTAS, MARS, and OneTool).
● Provided first call resolution eliminating repeat calls and reducing unnecessary transfers.
● Sell the value of Verizon solutions by using strong communication (Deliver The Promise) and negotiation skills to improve the customer experience and increase company revenue.
● Maintained an in-depth level of knowledge of product offerings, network capabilities, and possess the ability to position them as strategic solutions in a business environment.
● Apply technical knowledge to resolve customer issues and provided assistance in evolving technologies through effective Tier 1 and Tier 2 troubleshooting.
● Assisted with escalations and large research requests.
● Responsible for coaching and developing peers in ways to create promoter experience throughout the Verizon Wireless Enterprise (NPS Team).
● Floor Support- serves as on-floor supervisor and assisted with escalations and large research requests.
March 2010 – November 2015 Verizon Wireless
Sr. Customer Service Representative
● Assisted customers with various billing and payment problems issuing credit when customers experienced inconveniences and accepted payments via telephone.
● Collaborated with new customers to find the best package to fit their needs and budget
● provided alternatives to existing customers to avoid cancellation of their service contract.
● Increased revenue for the company by offering sales promotions to customers and processing customer orders for equipment and accessories via ACSS or Internet.
● Provided a high level of resolution support to multiple business customer types by adapting to their varying needs and requirements.
●
● Maintain an in-depth level of knowledge of product offerings, network capabilities, and possess the ability to position them as strategic solutions in a business environment.
● Assist with escalations and large research requests.
● Responsible for coaching and developing peers on ways to create a promoter experience throughout the Verizon Wireless Enterprise (NPS Team). March 2003 – June 2009 Futaba Corporation of America Customer Service Supervisor
Factory Coordinator
Purchasing Agent
● Purchased raw material and provided other services needed to support daily operations.
● Balanced quality with cost to ensure that the best possible purchases were made and worked with vendors to achieve cost reductions.
● Experienced with working with government contractors.
● Verified customer order entry into both Fourth Shift MRP software and AS400 systems.
● Acted as liaison between customers and manufacturing staff by communicating the changing requirements and working to resolve any issues that arose in a satisfactory manner.
June 1998 – July 2002 Elcom, Incorporated
Inside Sales Representative
Switchboard Operator
● Responsible for accounts in the Alabama, Tennessee, and Mississippi area.
● Managed delivery, credit, and quality issues as well as forecast information and order entry.
● Worked with manufacturers to receive pricing, lead-times, and scheduling of orders.
● Managed over 100 line items identifying new account and product opportunities.
● Strived to build beneficial working relationships with existing clients via telephone. SPECIAL AWARDS AND PERFORMANCE:
● Recognized for the Save & Loyalty TEAM!
● STAT Champion for 6 months
● Outstanding performance in ERP and RR
● I-Team March 20, 2012
● Pro Ambassadors Team
PROFILE & SKILLS:
● Computer experience with Microsoft Applications (Word, Excel, PowerPoint, Outlook, Publisher, Access), Work Book, and; Quick Book.
● Excellent communication skills from positions in sales and customer service.
● Experience in account analysis of customer contracts, maintaining company confidential information, and problem resolution.
● Understanding in making managerial decisions and alternatives to ensure a company’s long-term success through coursework in management.
● Strategic planning and actions through SWOT analysis working closely with a manufacturing firm at Tokyo during coursework.
Contact this candidate