Customer Service Pro ••• working in a ever changing environment w/ a high degree of multi tasking . Developed effective negotiation skills resulting in a positive end result . Delivering a positive customer experience by applying in depth knowledge on cellular products & services . Conducting Tier 1 troubleshooting when the consumer needs technical help . Providing accurate knowledge on equipment and promotions . Handling up to 50 to 60 calls per day . Ability to work independently while maintaining performance measurements . Meet customer expectations by keeping and meeting deadlines . Train and mentor lower performing team members to increase sales and their churn rate for over 2 years

Subject matter expert cascading knowledge of new products and services to all levels within my team and anyone that would need the help. In bound / out bound calls to explain new promotions / order equipment . Consulting with customers regarding their needs to recommend a product that could simplify their life/ activities / answer all questions on bill . Also was selected to work on the Save / Loyalty Team to head off churn and keep the customer with Verizon . Was selected to represent Verizon Wireless Team Wallingford at Head quarters for numerous Webinars .. Worked with management to put together churn programs that would save the company close to $500,000 yearly .Worked to build a stellar working relationship with the consumer using empathy , good listening skills to gain a good understanding of what the consumer needs and wants . Continued to be in top 5% in center for 4 years winning numerous awards . Representing Verizon Wireless at out of state meeting and Town Halls .

Marketing Coordinator / Winback Team. •••• working with consumers who want to leave Verizon Wireless or who have already left. In bound/ out bound calling to get to the root cause of unhappiness and to try to change the negative image . Repairing a damaged account and giving the customer a reason to stay . Resolving billing issues and applying credits when needed . Conducting troubleshooting for services / equipment issues. Explaining value of products and services . Top generator of accessories year after year producing over $200,000 in added revenue for Verizon Wireless . Prioritized and organized daily follow ups to ensure timely resolution. Won numerous Presidental Awards & numerous other awards for being best in class

In charge of small and large clients redoing displays for optimum viewing and enhanced revenue . Go to person to keep track of sales and implementing promotions to key demographic areas .. charting statistics month to month on how well promotions were working or not working ..

Working independently in the field to gain information for a variety of. governmental surveys to ultimately get federal grants and monies allocated to special sectors of society. Much follow up and working on daily reports to send into headquarters daily . A lot of daily in Connecticut ,New York and Mass .

In charge of running Firework Store in state of Connecticut . In charge of hiring / firing staff . Training to make sure staff knew all rules and wbest in class practices .. Ordering produce and making sure revenue targets were met and exceeded expectations for location .. Scouted out locations for upcoming year as well .