Results-driven Digital Process Analyst with extensive experience in customer care and technical support within the telecommunications industry. Proficient in driving actionable recommendations, leading teams, and optimizing processes to enhance service delivery. Certified in Six Sigma with strong data visualization, project management, and stakeholder engagement skills.
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Technical Support SpecialistCrisis24United States -
Senior Digital AnalystVerizon Communications, Inc. -
Customer Resolution Team Tech Support CoordinatorVerizon Communications, Inc. Jun 2016 - Mar 2023- Conducted project management for customer escalations and collaborated with various teams to enhance process efficiencies.- Provided real-time feedback and floor support to develop junior representatives and ensure high-quality service delivery.- Provided consultative support to frontline agents, helping them deliver creative solutions to customers.
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Tech Support Fundamentals SupervisorVerizon Communications, Inc. Aug 2021 - Nov 2022Promoted to supervisor program, leading a team of 10-15 remote employees to achieve long-term and short-term goals through feedback related to KPIs.- Leveraged tech support experience to resolve escalated customer situations, achieving the lowest escalation rate on the senior manager team.- Conducted group coaching on Verizon network conversations, enhancing team performance metrics like Net Value Per Hour and 7 Day One Resolution.
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Tech Support SupervisorVerizon Communications, Inc. Feb 2020 - Jun 2020- Managed a team of 15 representatives, focusing on skill development and high-value service delivery.- Successfully led several projects and initiatives, contributing to continuous month-over-month improvements in team performance.
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Technical Support SpecialistVerizon Communications, Inc. Dec 2015 - May 2016
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Transition Support CoachVerizon Communications, Inc. Jan 2015 - Dec 2015- Developed and coached 15-24 representatives while ensuring quality assurance through call inspections and side-by-side training.- Facilitated conflict resolution among teammembers to foster cohesion in a high-stress environment.
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Sr. Customer Service RepresentativeVerizon Communications, Inc. May 2010 - Dec 2014- Served as the first line of customer support, resolving billing disputes and providing troubleshooting assistance to enhance customer satisfaction.- Supported peer-to-peer coaching as a subject matter expert.
Eric Neal Education Details
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Commercial Photography
Frequently Asked Questions about Eric Neal
What company does Eric Neal work for?
Eric Neal works for Crisis24
What is Eric Neal's role at the current company?
Eric Neal's current role is Technical Support Specialist.
What schools did Eric Neal attend?
Eric Neal attended Nossi College Of Art.
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