* Coached associates to improve performance including call accuracy and efficiency* Assisted employees with explaining processes and procedures associated with Verizon products* Consistently provided associates with written documentation as a follow-up on the coaching provided.* Provided clarification and direction to associates on the specific protocols of Verizon* Performed device activations and troubleshooting techniques.* Provided complete customer service to callers as it relates to their account and wireless plan.

* Worked complex cases and assisted with sensitive and priority cases.* Monitored successful service of the immediate order on the employer* Worked closely with new staff throughout their training period to ensure that information provided during the more formal classroom training was applied to casework.* Provided feedback to supervisor when needed.* Performed quality control reviews on orders entered.* Provided leadership and guidance on MAXIMUS, Inc. and HFS policies and procedures.* Maintained confidentiality and security of case information on automated systemsAdministrator II

* Conducted quality assurance reviews of pay and non-pay orders coming from the courts.* Entered court orders in the KIDS systems* Worked complex and priority cases.* Served known employer or referred cases to appropriate unit for follow up.

* Retrieved all court orders at assigned pick-up time.* Separated pay and non-pay orders and distributed orders between specialists according to type of order.* Data entered orders in MAXSTAR daily.* Forwarded rejections and problem orders to supervisor.* Returned appropriate orders to state for imaging.* Processed rejections and forward to States Attorney Office