Rebecca Johns Email & Phone Number

Illinois, United States

Led a team of six through complex projects, setting clear objectives, facilitated collaboration on process improvements through development strategies, tracked progress, and ensured timely completion of action items to achieve project successAnalyzed and interpreted large, complete data sets, transforming raw data into actional insights and visualizations.

Handled intricate complaints and sensitive requests with professionalism, ensuring compliance with company policiesManaged high-priority issues and case management tickets with the Network Repair Bureau, ensuring rapid customer resolutionsDelivered timely follow-ups with clear communication to customers, leading to a 30% reduction in resolution.

Held a short-term project role focused on addressing customers pain points with the trade-in program and 5G Home internet service set up, leveraging technical experience along with UiPath and data modelsAnalyzed large data reporting from stakeholder input, COO intake submissions, OTS outputs, and innovation pilot insights, PCA activity, and UiPath process.

Partnered with cross-functional management to monitor the performance of representatives in the Prepaid Department, conduct audits, and identify process improvement opportunitiesDefined current and new requirements to align with business objectives, developed and groomed detailed JIRA user stories, and worked closely with Principal Engineer teams to.

Engage with multiple customers simultaneously through chat to address tier 2 technical issues (such as hardware, software, applications, networks, and devices) while utilizing various systems and tools to deliver prompt resolutionsDelivered technical expertise through advanced skills in device troubleshooting and network provisioning. Employed deductive.

Demonstrated professionalism and determination in addressing customer needs through effective written communication via email and business letters using the Workflow Manager database, while leading efforts to achieve high performance metrics targetsCollaborated closely with the department’s communication analyst to maintain accurate and relevant.

Responded to billing inquiries and provided smartphone and tier 1 troubleshooting, effectively handling escalations and contributing to increased sales revenueServed as a Subject Matter Expert (SME) on the NEE team, mentoring new employees in their roles as customer service representativesParticipated in the Volume Reduction Team, brainstorming and.

Responded to billing inquiries and provided basic phone troubleshooting, consistently increasing sales revenue and exceeding customer expectations by anticipating needs.Listened attentively to customer concerns, demonstrating empathy and building rapport to enhance the overall experience.Assisted customers through negotiation and developed tailored.

Master, Business Administration

Operations Management

Bachelor Of Business Administration - Bba, Project Management