Debbie Wicker Email & Phone Number

Delivered process and system solutions to drive volume reduction target for the provisioning of FIOS services, to ensure excellent customer service.• Partnered with different teams within Verizon (IT, Channel Resources, Training) and reduced Fallout Volumes by 57K annually • Produced weekly and monthly reports with PowerPoint and Excel to report on the progress of corrected issues which include time tables and savings towards the companies budget as well as the yearly objective for the teams accomplishment

Irving, Texas

Point of Contact for all Telemarketing Vendors IT Departments on the timeliness, accuracy of the orders delivered to Verizon for provisioning of all services, though the Direct Marketing Sales System.• Worked closely with the IT departments of the Telemarketing Vendors to correct any issues with the format of the files for in orders, as well as advised on new format to send in new products when they become available for them to sell• Involved with developing and testing a new system that distributed orders to Verizon’s offline department to be worked manually when they failed automation provisioning.• Member of the internal team that was developed when GTE and Bell Atlantic merged and changed to Verizon that determined best systems to use companywide.

Lewisville Texas And Dallas Texas

Managed and supported 10 – 35 Sales Associates, with the delivery of the ultimate customer experience by working with Sales Associate Team to manage customer wait times, resolve customer issues, and assist with customer transactions as needed.• Provided side by side observations to help build Associates selling and customer service techniques.• Involved with customer escalations to ensure customer issue was addressed and corrected to customer’s satisfaction • Ensured that the call time objectives for the center was being met while still continuing to provide excellent customer service • Led weekly meetings with team to ensure team was aware of the centers objectives and results as well as training and coaching on new processes and products

High School

Education record

PROFESSIONAL DEVELOPMENT Verizon Training Center • Effective Appraisal Writing for Managers • Hostile Work Environment Harassment •.