In this role, I led and participated in National Customer Experience initiatives through data gathering methods such as customer interviews, focus groups, or reporting to establish a foundation for action and proactively identify business opportunities to present to executive leadership. Highlights in this role include: · Created initiative tracker (CX Run Book) and implemented within National Operations to ensure all projects are captured and measured for executive leadership.·… Show more In this role, I led and participated in National Customer Experience initiatives through data gathering methods such as customer interviews, focus groups, or reporting to establish a foundation for action and proactively identify business opportunities to present to executive leadership. Highlights in this role include: · Created initiative tracker (CX Run Book) and implemented within National Operations to ensure all projects are captured and measured for executive leadership.· Developed budget tracker to manage budget of $23,770 for the Customer Relationship Survey, which is used to gather insight and recommendations from Large Enterprise, Markets, Public Sector, and Global Enterprise Advisor supported accounts. · Produced creative and interactive training and huddle materials for over 400 leadership and front line employees to improve effectiveness and understanding of organizational goals. Show less

I was responsible for creating and presenting critical communications to strategic partner leadership, facilitating weekly site calibration calls, creating training for high priority projects, and analyzing financial and compliance audits for improvements to business performance. Highlights in this role include: · Developed interactive My Business Assistant emulator, with over 200 slides in PowerPoint, to allow all BGCO representatives to effectively assist customers in the… Show more I was responsible for creating and presenting critical communications to strategic partner leadership, facilitating weekly site calibration calls, creating training for high priority projects, and analyzing financial and compliance audits for improvements to business performance. Highlights in this role include: · Developed interactive My Business Assistant emulator, with over 200 slides in PowerPoint, to allow all BGCO representatives to effectively assist customers in the online portal. · Traveled to Fayetteville, North Carolina to launch new partner site into BGCO. · Outlined numerous communication plans for Verizon partner sites, including Large Enterprise account support, Troubleshooting and Global options, resulting in a cost deflection of over $500k. · Created chat scripting for legal online account impersonation, resulting in 86% national compliance by week 1 and 96% national compliance by week 2. Show less

As a chat coordinator, I provided a Digital First experience through Live Chat functionality, in partnership with Wireless Business Group and Sales Channels, to improve performance in strategic priorities for churn, customer relationships, and self-serve. Additional highlights in this role include: · Partnered with Global Enterprise Advisors to complete review of 74 National profiles to reduce overall 2-hour repeat chats by .27% in one month. · Completed national project for… Show more As a chat coordinator, I provided a Digital First experience through Live Chat functionality, in partnership with Wireless Business Group and Sales Channels, to improve performance in strategic priorities for churn, customer relationships, and self-serve. Additional highlights in this role include: · Partnered with Global Enterprise Advisors to complete review of 74 National profiles to reduce overall 2-hour repeat chats by .27% in one month. · Completed national project for BGCO to compose canned responses for all chat scripting.· Identified trend with chat connectivity issues, and partnered with Sr. Analyst in National Operations to complete a deep dive root cause study, resulting in a reduction of 5% of all dropped chats. Show less

Handled technical and analytical support for Verizon Indirect, Direct, Internet, and Sales channels. In this role, I took on additional responsibilities that included: · Traveled to Albuquerque, New Mexico to assist with the training and transition of over 200 customer service representatives into their new CORe role in activations support· Volunteered as a Subject Matter Expert, to assist with the training and transition of multiple groups of new hire employees.

· Performed thorough audits of targeted invoices to ensure proper customer billing· Accurately identified billing and training errors through analysis of the Vision billing system, MARS, Infomanager, ACSS, and other tools· Communicated billing errors of final audit prior to release of bills for production· Maintained SOX audit compliance