Customer Service Technical Support

MARCUS K. GRAVES

OBJECTIVE TO OBTAIN A POSITION UTITLIZING ALL OF MY TRANSFERABLE SKILLS AND TRAINING PROFESSIONAL

ACHIEVEMENTS

CUSTOMER SERVICE

Selected for the LIFT Management Program a supervisor training program for Customer Service

[Achievement]

TECHNICAL SUPPORT

WAS SELECTED TO BUILD A DATA BASE TO TRACK SOFTWARE AND HARDWARE SSUES REPORTED BY CUSTOMERS

WAS ABLE TO RESOLVE CUSTOMER ISSUES 12% FASTER THAN OTHER REPRESENTTIVES

ASSISTED IN DEVELOPING A RECYCLING PROGROM FOR REBUSRBISHED PHONES

CUSTOMER RETENTION

TOP 10% NATIONWIDE IN REVENUE GENERATION

IN THR TOP 15% IN REVENUE GENERATION NATIONWIDE PAST 6 MONTHS SKILLS SME (SUBJECT MATTER EXPERT) OF ALL OF VERIZON OPERATORING SYSTEMS AND ONLINE TOOLS

UTILIZES EXPERT NEGOTIATION AND PROBLEM SOLVING SKILLS RESOLVES COMPLEX AND NON-ROUTINE ISSUES

SUPPORTS MANAGEMENT WITH SUPERVISOR ESCALATIONS FROM REPRESENTATIVES NATIONWIDE

PROVIDES COACHING AND FEEDBCK TO REPRESENTTIVES

WORK HISTORY CUSTOMER SERVICE COORDINATOR VERIZON

01/14/2020-PRESENT

SENIOR REPRESENTATIVE CUSTOMER RETENTION VERIZON

02/12/2013-01/13/2020

TECHNICAL SUPPORT COORDINATOR VERIZON

02/14/2011-02/11/2013

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