Dana Burks

***** ******* *** *****, **. *****

813-***-****

Professional Objective:

A challenging and responsible position, where I can use my professional experience, skills, and ambition to their full potential. The ideal position allows for continued growth and career advancement. Professional Experience:

Verizon Wireless- Tampa, Fl. 12/97-Present

• Support Coordinator: 2016-Present

● General help queue and Escalation queue:

Receive an overflow of escalated calls to further assist a customer with resolution

Become subject matter experts in de-escalating calls

Contribute to a unique work group with a dedicated CRT supervisor

Provide support for general questions

Equip/Accessory approvals, contract end date changes

Complete and participate in job enrichment activities

Coaching and Provide feedback to the frontline agents

● Promotion Correction:

Review accounts and add on promos that were not added or added incorrectly

Work with agent to gather all the information

Use tools to locate and add the codes

• Customer Pro Customer Service : 2015-2016

● Listen and respond appropriately in all interactions with customers.

● Establish rapport while performing the full range of customer service and technical support functions

● Proactively work to resolve our customer’s issues completely and independently.

● Work to retain customers and minimize call forwarding to other departments.

● Use expert negotiation and problem solving skills to resolve complex and non routine customer concerns

● Ability to provide Tier 1 troubleshooting support to our customers. Communicate complex and technical answers clearly and concisely.

● Proactively review all customers account information while on calls to identify and match customer’s current and future needs with the appropriate product and or service.

● Focus on selling to customers as appropriate in order to add a line, upgrade, or sell accessories.

Dana Burks 10006 Takomah Trail Tampa, Fl

33617

● Supervisor for Customer Service 1999-2015

Tech Support / New Hires.:

● Evaluate employee performance, provide ongoing coaching and development.

● Participate in hiring decisions and conduct performance appraisals Provide technical and system training

● Listen to internal and external customers and communicate extremely complex and technical information clearly and concisely.

● Maintain up to date technical product/service training, knowledge, and skill to support internal and external customers as well as direct reports.

● Support and facilitate the development of others’ knowledge and skills, providing timely feedback and guidance to help them reach goals.

● Make decisions or recommendations that contribute to the overall success of projects and programs within the Customer Service Technical Support organization. Supervisor Future Leaders: 2007

● Provided guidance and a variety of experience in other aspects of the business of Verizon Wireless.

● Organized Career Shadowing for a variety of departments

● Planned visits to other centers, and to the cell site.

● Scheduled online and face to face training that will prepare them for management positions in the future

Operation’s Team: 2006

● Supported absence/benefit tracking

● Performance measurement

● Communications, Incentive programs and event planning/implementation.

● UAT testing within the IVR and billing system

● Assist with Diamond requests

● Assisted with managing a relationship and communication between the center and sales/marketing channels.

Customer Care System SME: 1997-2009

● Actively participated with a variety of enhancements for new systems or upgrades to current systems.

● Assisted the Customer Service System’s team and their manager as being the point of contact when they come to the Call Center.

● Actively participated with the Area Project team in the development of the following: o A front-end system that would combine CMIS and P2K (Single View). o Performance screen shots for the P2K billing system. o Navigation charts to compare P2K with CMIS and Vision.

● Single point of contact for the center impacting system issues in relation to Prime Notes and Siebel associated with P2K billing system, reporting and escalate all error messages to ITSC, troubleshoot the systems

● Develop presentations and provide status updates on system implementations, enhancements, releases to a team of managers and developers.

● Lead the system UAT Team with the testing of Prime Pop, OTA, Prime Notes, and Siebel before release.

● Subject matter expert for the training of enhancements and new systems to the reps on the floor.

● Participated in the development of training materials for Prime Notes, and Siebel. Dana Burks 10006 Takomah Trail Tampa, Fl

33617

Education:

● Robinson High School 8/85-6/88

● DeVry University 10/07-12/30/08

● Edison State College and Knowledge 8/26/08 – 10/30/08 Quest Education Solutions Inc.

Certificate of Completion Six Sigma – Green Belt

● Strayer University – Business Management 10/09 - Present

● Tech Skills of CA - A+ Certification 2/12 – Present

● Tech Expert 11/2014-5/2015

Dana Burks 10006 Takomah Trail Tampa, Fl

33617

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