Amanda Jacques Email & Phone Number

United States

United States

Resolved escalated customer concerns Facilitated team huddles and assisted with team meetings Engaged with colleagues in an effort to improve performance Supported staff with daily tasks that consisted of ITTS tickets, payment hubs, escalation forms andcustomer call backs.

• Took full ownership of employee and business needs as it relates to Shift Bid, Employee Movement and Building/Facilities issues. Worked to quickly resolve any and all issues in a timely fashion and communicate all actions taken to those who may be impacted as well as center senior leadership. Worked to anticipate and minimize any employee and/or business impacts whenever possible. Including ordering supplies, working with HR on accommodations and worked closely with facilities and IT.• Managed rollout of CSAW week, while over seeing the culture team for a successful center week event. • Excelled in the following systems while in this role, which included Target Vision, EMS, IEX/total view, WOW ticket system, call of fame, the career shadowing tool, shift bid tool, headcount tracking, phone bank, target vision, snag it, my vzw files, photo shop, excel, power point, word, Microsoft office picture manager and adobe reader.• Managed/updated Target Vision on a daily basis. Also delivered announcements and updates, with creating and modifying my own templates.• Organized and implemented the holiday luncheon, movie night (polar express), domestic violence awareness walk, first coloring contest in the center and assisted with the angel tree, and many other events in the center.• Collaborated with multiple departments for the call of fame roll out. Also assisted with suggestions, which led to a new category of data and tech.• Found many ways to lower our costs, with different approaches for projects.• Partnered with multiple co-workers for a successful 2016 kick off (presentation, site set up and break down).

• Provide quality Verizon standard customer service.• Offer an analysis and any additional assistance on every call.• Resolve any issues or come to a resolution.• Offer above and beyond customer service.• Training assistance provided every month• Point of contact every week on my team and I support multiple other teams too.• Assist with escalation call backs and calls.• Part of the culture team• Assist co-workers and supervisor with escalated issues (edge, prorates, changes, investigations, etc).

• Develop long-term partnerships with key customers that will strengthen VZW relationship by providing solutions and recommendations that meet or exceed customer needs.• Partner with customer and internal partners (sales, fulfillment, distribution, phone-in support, operations, etc.) to promote and remove obstacles associated with churn, line management, self-serve utilization, smart-phone mix, base out-of-contract, and call-in-rate reduction. Drive online self-service enablement and adoption.• Provide billing and financial reviews and reporting. • Lead and conduct customer presentations (Quarterly Bill Reviews, etc.) by leveraging knowledge of Customer Health Score Indicators. • Build strong partnership with sales team and attends face-to-face meetings with customers. • Provide existing customers with the highest standard of customer service. Promote Verizon Wireless as the market leader in the wireless industry. Resolves customer issues in a timely and empathetic manner. Maintain and grow existing customer base and manage churn.• Push to talk point of contact for the call center, with extensive knowledge with Static ips and ordering systems.• Partner with the online and fulfillment teams to expand knowledge base and assist with additional escalations and issues.

• Responsible for day-to-day customer needs including, placing orders, account analysis, proposals, supplying marketing information, handling customer service issues, data training, and consultations on the accounts.• Prospect with in my territory to bring in new business, while taking care of the customers existing business too.• Responsible for meeting a quota set every month, which includes new lines, renewals; data % and accessory take rate.• Assist fellow co-workers with orders and other training from my previous experience with in Verizon.• Worked with Microsoft word, excel and power point. Used all applications on a daily basis for meetings, trainings and presentations.

• Assist with daily activities including processing all paperwork, which includes reviewing paperwork, processing orders, making and receiving customer calls.• Process upgrades, price plan changes, accessory orders, on-site orders, and I also complete maintenance work on accounts for the sales representatives.• Assist the sales representatives to resolve customer service issues, either resolving the issue myself or reaching out to other contacts to complete the concerns.• Assist walk in or call in customers. Advising options and selling the customers the needed products• Proficient in placing orders, price plan analysis, SFA /contracts, and customer assistance.

• Provide customer service for businesses in the New England market.• Running reports in cognos and have created multiple spreadsheets for the companies, ranging from analysis to basic account information.• Multi task e-mails, spread sheets and projects in between calls.• Facilitated a meeting with my peers, going over Verizon Vouchers, 10-52’s and Blackberry information.• During my duration in the BSC department I have been given the opportunity to coach my peers. This has given me stronger people and verbal skills.• Attend meet-and-greets with clients and sales representatives.• Verbally sell products and services each day to our customers. I support the customers’ needs and questions concerning their equipment and business needs.• Point of contact for multiple companies. I handle all their business needs, up to where the sales representative takes over to complete a transaction.• Ordered equipment and accessories over the past 3 years with Verizon wireless, which also includes price plan increases and adding on features to the accounts.• Ranked in the top 3 every month for the 10-52 tracking, which is based on price plan increases, feature add on’s and accessory sales.

• Provide quality customer service to customers looking to cancel or who have a problem that needs resolution.• Support the supervisor key and have taken multiple supervisor calls and consultation calls too. Many of our daily calls are escalated and have been transferred from other supervisors to our department.• Excellent negotiation skills to assist customers with their concerns and issues every day.• Excellent oral/written communication skills. I have also taken a college class on oral communication skills to further my education.• Strong listening and problem solving skills that have progressed with in the loyalty management department.• Provide assistance not only to our customers, but also to fellow employees. I provide consultations for representatives in my department and on the phone in other call centers.• Assist customers every day to be able to go above and beyond to satisfy their needs.

• Responsible for prepping, scanning, and entering documents into Verizon’s computer system, which then provides the representatives with up to date information concerning the customers.• Main contact for the department in charge of sending the contracts to the right call centers, also receiving them. • Provided feedback on multiple stores that we monitored for the contracts being filled out correctly.• Assisted with Michelle Fallon’s desk. I answered the phones and assisted with the daily functions of the job, as her administrative assistance.

1996-1998 Cashier and Customer service care rep • Provided customer with quality one on one service.• Provided fasts and efficient service for the customer.• Went above and beyond to satisfy the customer’s needs.Cosmetics department manager (3-4 employees)1999-2001 Electronic department manager (6-10 employees)2001-2002 Support manager of the store (Support manager position worked with the entire store as a under study for the Assistant store managers, which consisted of 20-50 employees at a time)• The cosmetic and electronic department was ran as if it was a store with in a store. I was in charge of ordering, organizing, selling, cleaning and setting up new areas in the departments. • I was selected to represent my store in other stores in need of help. My store manager chose me to assist in these stores for my manager skills, my knowledge of the store and my dedicated work ethics. • For these positions I would plan each employee’s workweeks and was in charge of training the employees in new and old positions. • Ranked consistently in the top 5 in my district of 25 stores. This was for my sales in the departments and the inventory flow.

Education record

Associate'S Degree, Business Administration And Management, General