Customer Service Call Center
Resume:
Smigielski,Andrea
Rep-Customer Svc
FL Home Working
Tampa
Florida
United States
Work Experience
Employer: Verizon Wireless
Job Title: L.I.F.T.
Start Date: January 1, 2022
End Date:
Responsibilities and Key Accomplishments:
LIFT (January 2022-Present) Lead Inspire Focus Teach Leading, motivating, and developing a remote team of customer service call professionals to deliver exceptional service. Ensuring that resources are in place and trained so that customer issues are resolved quickly. Tracking and managing call volume for optimal efficiency. This program consist of growing leadership strengthens Acting Supervisor roles and opportunities for learn leadership qualities Employer: Verizon Wireless
Job Title: Coordinator/Customer Service
Start Date: October 3, 2021
End Date:
Responsibilities and Key Accomplishments:
Committed to maintaining exceptional product knowledge to effectively reconcile customer issues and offer appropriate recommendations, resulting in increased productivity, account retention and customer loyalty.
Strategic-relationship and partnership-building skills; listen attentively; solve problems creatively utilizing negotiating skills, tact and diplomacy to achieve win-win outcomes.
Ability to quickly establish a positive rapport with customers while also working well with all levels of the Verizon team.
Calm angry callers, repair trust and the Verizon brand, locate resources for problem resolution and design best-option solutions.
Interface daily with internal partners in financial services, technical support, new business, operations, and customer affairs.
Proficient with MS Word, Excel, PowerPoint, Google, Outlook and able to quickly learn industry specific customer Employer: Verizon Wireless
Job Title: New Hire Coach Experience
Start Date: November 9, 2020
End Date: January 23, 2021
Responsibilities and Key Accomplishments:
Selected to assist our new employees with the transition to taking calls.
- Keep the chat live and fun, interacting with all employees to boost spirit and drive results. Building a relationship virtually.
- Live call listen up's and give live feedback to the rep during the call.
- Always maintaining a positive, encouraging attitude and being aware, available and accessible to all employees. Employer: Verizon Wireless
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Job Title: Coordinator/Customer Service
Start Date: March 16, 2020
End Date:
Responsibilities and Key Accomplishments:
Committed to maintaining exceptional product knowledge to effectively reconcile customer issues and offer appropriate recommendations, resulting in increased productivity, account retention and customer loyalty.
Strategic-relationship and partnership-building skills; listen attentively; solve problems creatively utilizing negotiating skills, tact and diplomacy to achieve win-win outcomes.
Ability to quickly establish a positive rapport with customers while also working well with all levels of the Verizon team.
Calm angry callers, repair trust and the Verizon brand, locate resources for problem resolution and design best-option solutions.
Interface daily with internal partners in financial services, technical support, new business, operations, and customer affairs.
Proficient with MS Word, Excel, PowerPoint, Google, Outlook and able to quickly learn industry specific customer Employer: Verizon Wireless
Job Title: Customer Service/Core Overflow
Start Date: October 12, 2018
End Date:
Responsibilities and Key Accomplishments:
Providing exceptional experiences with out customers, use effective negotiation skills when necessary for credits and adjustments . embodying Verizon 2.0 by pushing digital first reducing 3 day and 7day increasing the customer experience. Working customer account through store reps to determine causes for failed activations and other related issues. Continue to support and maintain customers accounts.
Employer: Verizon Wireless Call Center
Job Title: Advocate
Start Date: March 25, 2018
End Date:
Responsibilities and Key Accomplishments:
Demonstrate the ability to quickly assist customers accounts Use of high-level negation skills
Maintain a balanced approach between customer and business needs Assist customers with account, billing, and equipment related issues Deliver exceptional customer experience
Employer: Pier 1 Imports
Job Title: Sales Lead
Start Date: July 1, 2016
End Date:
Responsibilities and Key Accomplishments:
Wilmington, NC Sales Lead Strong experience of a retail environment and knowledge of sales and service Ability to supervise, direct, and motivate sales staff Skilled in assisting and handling responsibilities in the absence of store manager Outstanding verbal and written communication skills Excellent mathematical, customer service, and cash handling skills Superior knowledge of the safety policies and procedures Develop expert-level product knowledge of upscale Interior line Employer: YMCA Cape Fear Aquatic Club
Job Title: Swim Coach
Start Date: July 1, 2015
End Date: May 1, 2017
Responsibilities and Key Accomplishments:
Wilmington, North Carolina Swim Coach Responsible for the training of all youth students. Create swim routine for students to ensure accuracy. Coordinate and supervise youth activities as directed by management. Lead practice groups for multiple age groups. Mentor and guide junior swim coaches to provide uniformed practices. Page 3 of 4
Employer: YMCA Cape Fear Aquatic Club
Job Title: Head Swim Coach
Start Date: October 1, 2011
End Date: June 1, 2015
Responsibilities and Key Accomplishments:
Boca Prep International School: Boca Raton, Florida Head Swim Coach/Swim Camp Director Responsible for coordinating all seasonal fluctuations, meet entries, team communication and staff meetings. Prepared junior coaches schedules throughout the weeks to guarantee full staffing. Lead to responding to students/parents inquires in regards to the classes, finances and scheduling. Coordinated all routines and ensured for safety purposes that all swim coaches provided the correct training for the students.
Education
Country: United States
State: Florida
Education Level: Associate
Degree Details: Human resources
Degree Status: Graduated
Date Acquired: June 2004
Major: Psychology
School: Palm Beach Community College
Licenses and Certifications
Date Issued: May 11, 2012
License/Certificate: Other
Details: Human resources certicate
Country:
State:
Renewal Required? No
Expiration Date:
Renewal Date:
Description:
License/Certification Number:
Issuing Institute: Florida Atlantic University
Honors and Awards
Date Received: December 1, 2019
Honor or Award: Directors Club
Country:
Description:
Issued/Granted By:
Date Received: September 1, 2019
Honor or Award: Directors club
Country:
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Description:
Issued/Granted By:
Date Received: June 1, 2019
Honor or Award: Directors CLub
Country:
Description:
Issued/Granted By:
Date Received: March 1, 2019
Honor or Award: Directors Club
Country:
Description:
Issued/Granted By:
Career Interests
Career Interests: Customer Service
Details:
II continuously challenge myself to outperform in my current position, learn new responsibilities and collaborate with my team to deliver superior service and results. I strive to provide excellent customer service to internal and external customers in order to enhance the deliverables for our company. I am looking to further my Verizon career and grow the necessary skills to become a Supervisor in the company.
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