Results-driven professional eager to contribute excellent talents in collections, quality assurance, retail sales and customer service toward supporting a dynamic organization in optimizing bottom-line performance.

 

 

        Seasoned background in telecommunications industry with an impressive balance of technical/troubleshooting, interpersonal, customer relations, and staff training expertise.

        Reputation for a solid team player work ethic, problem solving talents, attention to details, and exceptional multi-tasking skills.

        Skilled in delegating work assignments, motivating team members, developing and enforcing procedures, and motivating personnel to achieve goals and objectives. 

        Highly versatile and resourceful C quickly adapt to new roles, responsibilities, projects, technologies, and environments.  

        Nurture and maintain strong client relationships, consistently ensuring satisfaction.

 

 

Bethel College, Nashville, TN, 2007 to Present

B.A. Business Management & Organizational Development (in progress)

 

Verizon Wireless workshops and seminars:

         Presentation Advantage

         Writing Advantage

         Fast Start Project Management

         Advance Project Management

         Developing Leadership Skills

 

 

Verizon Wireless, Antioch & Smyrna, TN, 2007 to 2009

Retail Technical Service  

         Applied dynamic analytical capabilities toward troubleshooting voice/data issues (text, pictures, video messages) on phones and repairing damaged screens and charging ports.

         Examined and resolved problems with PC cards by locating corrupt software and removing and reinstalling drivers.

 

Continued ...

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

 

Professional Experience continued ...

 

         Relied upon to update connection configurations and security points vital to ensuring 3G network stability.

         Delivered superlative customer service through rapid resolution of complex billing problems and facilitating sales of products and services.

         Functioned as data and billing specialist at both store locations.

 

Interim Transitions Coordinator        (2007)

         Tasked with training and coaching new hires in Tier 1 troubleshooting of voice and data products.

         Educated trainees in call sequencing and ensuring quality assurance.

         Championed efforts for team to achieve 90% graduation rate and subsequent hire.

 

Verizon Wireless, Murfreesboro, TN, 2003 to 2007

Coordinator, Data Technical Support         (2005 to 2007)

         Demonstrated polished critical thinking abilities in scrutinizing network problems, identifying cause of dropped/failed calls, and swiftly responding to billing inquiries or discrepancies.  

         Regarded as team s data specialist for servicing PDAs and Blackberries.

         Won two Best In Class awards in 2007 (1^st and 2^nd quarter) for displaying excellence in quality.

         Contributed to company revenue growth by proactively supporting and coordinating sales of data products.

         Handpicked to serve as Peer Quality Coach and mentor underperforming staff.

         Chosen to participate in employee appreciation efforts to elevate morale and increase team spirit in call center.

 

Senior Rep, Customer Service         (2004 to 2005)

         Exhibited exemplary multi-tasking expertise in troubleshooting billing system errors.

         Assessed customer needs, recommended products and services, and completed sales transactions for equipment, accessories, and data products.

         Expertly performed Tier 1 troubleshooting of voice and data products.

         Presented with award in 4^th quarter of 2004 for Most Improved Call Quality.

 

LNP Team Launch        (2003 to 2004)

         Instrumental in orchestrating seamless launch of ground-breaking Local Number Port process.

         Formulated process to accelerate wireline porting time and prevent errors.

 

Verizon Wireless, Southfield, MI, 2003

Financial Services

         Recouped approximately $134K in outstanding wireless bills during 5 months in role.

         Recognized as Department Member of the Month in June and July for collecting highest revenues and achieving lowest call average.

 

 

 

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

Are you seeking a results-focused and technically-astute <insert job title/position> to support your company in maximizing revenue performance?  I am currently exploring new opportunities, and am interested in joining your team.  To acquaint you with my qualifications, I m submitting my resume for your review.  In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I bring to you excellent experience in collections, outstanding customer relations skills, and the flexibility to handle complex tasks with an unwavering commitment to accuracy, quality assurance, efficiency, and unparalleled client service. To complement these qualifications, I offer solid organizational, troubleshooting, prioritization, and relationship-building skills which are essential as a <insert job title/position>.

 

As a member of your team, I will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  I am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy