Customer Service Social Media
Resume:
Stokes, Vanessa
Sr Rep-Tech Customer Svc
IL Home Working
Rolling Meadows
Illinois
United States
Work Experience
Employer: Verizon Wireless
Job Title: Social Media Coordinator (Tech Expert)
Start Date: February 14, 2011
End Date: 3/17/2023
Responsibilities and Key Accomplishments:
Promptly and accurately addresses 87% of all customer concerns via five separate social sites including Facebook and Twitter within 5 minutes of initial contact with Verizon Wireless.
Provide assistance for up to four customers simultaneously while providing accurate and complete information ensuring effective resolutions for each inquiry.
Leading in Take Responsibility by skillfully diffusing escalated situations, and exercising judgment to find creative solutions that adhere to business guidelines to achieve a win/win resolution for the customer and Verizon.
Leading in Driving Teamwork by coordinating with other team members and working as a group to achieve optimal results for each customer, representative, and the team as a whole.
Experience with creating Excel spreadsheets to track team schedule adherence and assist leadership in promoting overall team efficiency.
Assisted with Special Handling Operation projects, engaging with 500+ customers as part of events highlighting the Verizon brand.
Positively embraces the changes that come with an expanding work environment as the business grows to meet increasing customer demand.
Employer: Verizon Wireless
Job Title: Coord-Tech Support I
Start Date: June 26, 2006
End Date: February 13, 2011
Responsibilities and Key Accomplishments:
Provided exceptional customer service and technical support for internal and external voice and data product customers. Achieved consistent 10 ratings on customer surveys month after month.
Provided troubleshooting for device hardware and software issues and identified issues within the network to ensure a complete resolution for each customer.
Provided detailed information on how to set up/configure data and voice products.
Leveraged various administrative department tools such as Remedy, ACSS, Troubleshooting Resource Guide, and Infomanager to consistently deliver resolutions to customers, and reduce 3-day repeat contacts.
References available upon request.
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