Client Escalation & Service Delivery Expert

ANDREA M. ATKINS

Somerset, NJ ***** 908-***-**** ***************@*****.*** LinkedIn: linkedin.com/in/ancredible-andrea-atkins

PROFESSIONAL SUMMARY

Dedicated field operations support professional with 24+ years at Verizon Wireless, specializing in client escalations, service delivery support, cross-functional coordination, and issue resolution. Proven success managing the full escalation lifecycle, documenting client journeys, aligning customer needs with business goals, and driving process improvements that improve satisfaction and retention. Brings strong communication, analytical thinking, and problem-solving skills to fast-paced support environments.

CORE COMPETENCIES

• Client Escalation Management

• Cross-Functional Collaboration

• Service Delivery Support

• Process Improvement & Documentation

• Problem Resolution

• CRM, ServiceNow & Salesforce

PROFESSIONAL EXPERIENCE

Field Operations Support Verizon Wireless Basking Ridge, NJ 2018–2025

• Served as primary client liaison for senior-level escalations, ensuring concerns were clearly understood, communicated, and resolved in a timely manner.

• Managed the full lifecycle of escalations from intake through resolution, balancing client needs with business and operational priorities.

• Responded to escalations with 24/7 availability when needed and coordinated communication across stakeholders on short notice.

• Documented client journeys and recurring issues to provide actionable insights that supported process improvement and client retention.

System Support Analyst Verizon Wireless Piscataway, NJ 2009–2018

• Addressed and resolved escalated, complex issues within defined service expectations while maintaining high-quality customer support.

• Partnered with ServiceNow developers, vendors, and internal IT teams to investigate outages, performance concerns, and root causes.

• Provided timely updates and expert guidance on emerging service delivery issues impacting users and business operations.

Small Business Sales Analyst Verizon Wireless Warren, NJ 2004–2009

• Drove small business growth by partnering with retail sales representatives and applying solution-based selling techniques.

• Expanded and retained customer accounts across small business and consumer segments.

• Tracked pipeline activity, forecasting, and book-of-business performance using sales enablement systems and tools.

Critical Systems Support Verizon Wireless Bedminster, NJ 2000–2004

• Monitored systems and infrastructure availability through daily ticket reviews and close coordination with developers, end users, and service desk teams.

• Collaborated with vendors and IT personnel to resolve outages, performance issues, and technical incidents.

• Provided technical assistance and workarounds to preserve customer experience while escalations were in progress.

Sales / Customer Experience Support Verizon Wireless Morristown, NJ 1995–2000

• Coordinated events and deliverables across departments, ensuring schedules, requirements, and quality standards were met.

• Worked with design stakeholders to develop event messaging, project plans, and execution strategies.

• Managed timelines, distribution lists, and project follow-through to support successful delivery.

EDUCATION

• Strayer University — Business Management, 2017–2019, Piscataway, NJ

• Rutgers University Internet Institute — Computer Design, 2010, Piscataway, NJ

• Middlesex County College — Computer Science, 2004–2008, Edison, NJ

• DeVry University — Sales & Marketing, 2002–2003, North Brunswick, NJ

TECHNICAL & BUSINESS SKILLS

Lean Six Sigma; Agile; 3PL Supply Chain; CRM; Adobe Creative Suite; AWS Fundamentals; Microsoft 365; Salesforce; ServiceNow; SharePoint; Remedy; corporate information security standards; analytical thinking; problem-solving; process improvement; project management; presentation skills; change management.

References available upon request.

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