Hello

I’m Janelle Glenn

**** ******** *****

DORAVILLE, GA 30340

404-***-****

adz7rw@r.postjobfree.com

My objective is to apply my experience with a proficiency in Account Management, Technical Support and Customer Relationship Management and Executive Escalations into a position that will allow me to continue to create sustained business solutions using advanced technical strategies, while creating an extraordinary customer experience Skills

Vision/Clarify, Advanced Support Tool, Service NOW, AMP, AT&T Portal, ECare, ERP, BRM, CRM, Genesys Applications, HPSM, IMC, JIRA, OBIEE, OEM & Hum Siebel, OKTA, Remote Start - Application Tool, RSSX, TechHub, VDMP, Subject Matter Expert in Hum product line, Account Management, Excellent Client/Customer Relationships, Customer/Client Technical Support (internal and external employees), Customer Service (15 years), Incident, Management, Critical Thinking, Administrator for OKTA, NICE Incontact applications, Attention to detail with professional communication skills, Documentation and Training

Experience

MAY 2023- SEPTEMBER 2023

Emphasys, Remote - System Support

● Provide customer support for all dealerships (Heavy Equipment)

● Added users to CRM and ERP with permissions sets; Support all users in ERP applications, including users access, users permissions, integrations, upgrades and module assistance, eService and Install Solutions & ERP Module Change Request

● Gatekeeper of eCare, a customer ticketing system to document applications issues

Access a reported issue, provide resolution if on company scope and or act as a liaison by collaborating with the respective teams to obtain the needed support providing electronic updates until the solution has been provided JANUARY 2022 - SEPTEMBER 2022

CDK Global, Hybrid- Product Implementation Specialist

● Receive inbound client/associate inquiries via phone, web chat, e-mail, and online ticket; Provide customer service and remote support services

● Create case logs, record information, establish resolution time, follow up on issues, and escalate complex issues, submit requests for product changes

● Assess issues and establish a course of action to guide the client/associate to timely resolution of inquiry; Troubleshoot problems with upgrade readiness and recommends corrective action; Direct and guide clients through resolution of technical issues

● Practically apply knowledge of CDK case resolution process, and escalation methodology

FEBRUARY 2018 - SEPTEMBER 2021

2

Verizon Connect, Atlanta, GA - Contact Center Liaison

● Available 24/7 to assist all CARE call centers in the US, Canada and Philippines, ensuring urgent matters are addressed and resolved quickly

● Incident Management; Troubleshoot and control the stream of system issues reported to ITSM that impact the call centers

● Maintain a constant communication channel with all stakeholders – leadership, agents, vendor managers, vendor IT, NetOps, SysOps and VoiceOps - when an outage or system defect occurs

● Distribute information via email, phone, Google Hangouts and/or GroupMe where applicable

● Call Center support and training

● Work closely with other departments to confirm and make certain information is quickly and accurately disseminated amongst the e end users

● Align with onboarding procedures and work with system administrators to ensure credentials are created within service level agreements and are tested for functionality

AUGUST 2015 - FEBRUARY 2018

Verizon Connect, Atlanta, GA - Senior Coordinator, Technical Support

● Travel to vendor sites to train new hires on Tier 1 support for OEM (mBrace); Inbound/Outbound communications with clients – (e.g. Calls, E-mails); Review and respond to client complaints

● Maintain a high level of call quality as measured by a dedicated Quality Assurance team by maintaining QA of 98% or higher, AOS 98% or higher and Productivity 98% and higher.

● Deliver exceptional experience on all internal & external interactions via email & phone with FCR of 100%

● Provide technical and administrative support to OEM and aftermarket clients - (e.g. Sales, Service, Subscribers, and Help Desks)

● Advise/educate clients within procedural guidelines to ensure a complete understanding of the process consistent and coherent documenting of every call interaction via Call Log portal

● Manage caseload with daily follow-up with customers for troubleshooting and connectivity concepts

FEBRUARY 2018 - SEPTEMBER 2021

Verizon Connect, Atlanta, GA - Senior Coordinator, Executive Escalation

● Supervises, plans, organizes, coordinates, and solves problems for all escalated Executive Care concerns

● Manages all Customer Service processes SLA & SOP’s, verified details of transactions including funds received and total account balances.

● Responds, investigates and resolves executive escalated consumer concerns in a timely and professional manner via: letters (general public, BBB, Attorney General, letters to the President), telephone calls, voice mail, and faxes

● Verifies details of transactions including funds received and total account balances.

● Provides recommendations to senior level department heads while assisting in the implementation of improving consumer needs

● Utilizes solid business analysis techniques to evaluate escalated issues and make sound decisions/recommendations on the course of action

● Interfaces with associated departments as: Provisioning, Dealer Support, Tier 2 NOC, Billing and Accounting to maintain excellence in customer resolution. 3

● Train new employees on policy and procedure

MARCH 2010 - MARCH 2014

DO DIGITAL OPERATIONS, Tucker, GA - Service Manager, Escalations

• Provide Tier 2 Escalation support for Internet Yellow Pages Customer Care/Sales teams

• Provide leadership with product knowledge and advice that creates visibility into local market conditions

• Provide improvements to enhance the customer experience and advertiser satisfaction.

• Conduct month-end balance sheet reviews and reconcile any variances FEBRUARY 2008 - MARCH 2010

RYLA TELESERVICES, Kennesaw, GA - Customer Care Representative

• Provided front line customer service in a 24 hour call center for Verizon Wireless.

• Researched and resolved billing and invoice problems.

• Worked with Team Specialist for new credit resolution department after only six months with the company

• Served as Team Lead by assisting center managers in improving customer refund process

MAY 2007 - JANUARY 2008

SAFEGUARD INTERNATIONAL, Atlanta, GA - Contract Processor

• Processed insurance contracts from agents for all forms of motor vehicles including recreational.

• Consistently met challenging quota by keying in 400 contracts per day.

• Processed over 200 different formats of motor insurance policies

• Obtained sub-contractor certification license

Training & Certifications

I have four years of onboarding experience with external new hires for Verizon Connects Commercial & OEM call centers (Over 15 locations: US, EK, UK) Onboarding experience:

This entailed onboarding new hires (agents, supervisors, team leads, trainers and WFM

(WorkForce Management personnel) with their specific programs, job codes. program required applications and permissions set. Followed up by connecting with the trainer to ensure all new hires obtained access to program applicable applications. In addition provided technical support to call centers with application issues and SEV: 1,2,3,& 4 call center outages. Also, worked directly with our Vendor Managers and IAM Security team to create and update new program profiles with multiple roles, permissions sets and role specific applications.

4

Trainings

● March 2014

OEM: mBrace, Volkswagen, Nissan, Audi

Atlanta, Georgia

● March 2016

AFTERMARKET: State Farm, Hum+, HumX

Atlanta, Georgia

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