• Handling inbound customer calls while using a computer terminal, researching and resolving billing inquiries, explaining our products and services, troubleshooting service and equipment questions • Direct interface to customers of the National, Government, Consolidated Major Accounts, and small to medium Business Program• Subject matter expert in credits per call• Direct report for leaders to facilitate peer to peer coaching, as well as review weekly calls and document calls in my coaching system• Provide coaching and feedback to enhance the skills and knowledge for over 45 employees • Coordinate and communicate with directors, supervisors and resource management team the • Assist Go To Market and equipment management teams in ensuring new products launches are executed effectively and efficient• Provide consultation of product knowledge with the customer’s to better assist with Verizon Wireless services• Facilitate trainings for Lowest Credits Per Call, Train 5 to 20 small / medium business customer via webinar on the new tools and resources, with training session lasting for at minimum 1 hour• Perform call calibrations with best practice calls to promote the right call handling practices

• Resolving delinquent account balances• Cable and internet setup assistance and troubleshooting