Duey Varian Email & Phone Number

Earned promotion within the customer service organization for the country’s largest wireless telephone service provider. Tapped to resolve customer promotional offers after failing system processing by reviewing order details, promotion dates, and specific conditions for 100+ varying promotions running simultaneously to reduce company costs and eliminate ineligible rebates. * Enhanced team sharing capabilities as well as work efficiencies by steering the transition from Microsoft Office to G Suite.* Improved productivity by creating a new customer response documentation procedure for the 911 call record request process using Google Docs and Sheets. * Reduced denied requests by reps and customers while improving response time and approval rates by compiling and organizing internal and customer-facing responses to requests for FREE 411 service process. * Strengthened customer relationships and brand loyalty by adjusting promotions incorrectly denied. * Decreased duplication of efforts by updating the tracking solution to simplify approved and denied reasons into a list of options versus free-form answers and added missing tracking fields to streamline the reporting effort. * Contributed to implementing and leading the engagement team focused on fostering teamwork and boosting employee morale using fun and engaging activities; served three rotations instead of the initial three-month commitment.

Elevated internally to provide advanced technical training and education to phone and chat technical support reps as well as organizational leaders. Delivered daily huddle topics to customer support teams and maintained a daily chat with virtual advisors in centers located across the country to ensure rapid response to alert issues and prompt technical information sharing. Project lead for the implementation of groundbreaking virtual reality experience for our center. Scheduled classes, reserved training rooms, set up and maintained 25 pairs of smartphone and virtual reality headsets (charging equipment, software updates, cleaned equipment, etc.), delivered content and reported results/feedback to HQ. Created and delivered original training material on variety of technical subjects. Collaborated with VR training developers to help improve end user experiences. Worked to reduce motion effects and develop new ideas for training subject material. Served as subject matter expert for transition to Google G Suite. * Reduced certified, like-new replacement incident issues by working with center and department leadership to improve customer experience, solidify customer relationships and reduce costs/expenses.* Supported learning and development by delivering content on various technical issues such as network management and 5G-network development.* Improved end user experience by working with training developers to improve end user VR experiences; reduced motion affects and developed new ideas for training material inclusion.* Prepared reps for virtual reality technology roll-out and utilization by serving as the project lead delivering content and reporting results/feedback to headquarters.* Assisted TAG HQ by auditing records and providing feedback on urgent issues such as first connect Apple watch activation and free network extender rollout offer.

Advanced internally to provide customer support across issues involving technical support, advanced troubleshooting, international service options, billing, promotions, and product/service education using the newly introduced live chat platform. * Contributed to improving customer experience and resolution response time using advanced software allowing diagnostic testing while customer utilizes device.* Assisted with development and delivery of Verizon Value training material created to highlight value offered in comparison to competitors; conducted competitive research, led training collateral development team of four, facilitated training for chat focus, prepared daily material, handled Q&A for team, and created fun challenges to gain buy-in from change-resistant employees.* Selected to participate on director’s efficiency team to identify and resolve inefficiencies.

Selected lead trainer for center transition from basic to smartphone support. Training focused on providing support for Blackberry, Palm, WebOS, iOS and Android operating systems and included set up, support, differences and benefits of each system as well as basic and advanced troubleshooting. Total attendance of over 150 reps spanning more than a month of classes.Provided wireless technology training on topics such as international service options and pricing, basic to advanced smartphone set-up and troubleshooting, new product rollouts, new service options support, and refresher courses for existing policies and procedures. * Ensured participant success by creating and delivering new training material based on the product or service being released.

Selected to provide customer support via telephone consult. Assisted with issues involving technical assistance, customer education and sales, device selection assistance, product promotion insights, and more. Served as escalation resource charged with providing solutions for elevated calls/inquiries.* Adapted Vcast music training solution and trained new data-hire classes to assist training department while serving as a data ambassador and subject matter expert (SME). * Earned three promotions between 2006 and 2008 (Customer Support Representative, Senior Rep., Data Coordinator).