Sal Palamara Email & Phone Number

New Jersey, United States

Basking Ridge, NJ

• Comprehensive knowledge of VZW systems including Omni Retail, Telesales, Indirect and B2B.
• Responsible for managing and testing several concurrent high visibility customer facing projects using Agile methods in a fast paced environment with aggressive deadlines that require 24/7 dedicated personal.
• Design, upload and manage the execution of test cases/suites within Jira.
• Identify software issues and meticulously document and track defects using Jira.
• Collaborate with IT leads to work through identified defects to ensure proper and timely resolution.
• Partner with BA/CAM/IT to ensure the accuracy of approach document and/or user stories in Jira.

Morristown, NJ

• Comprehensive knowledge of VZW systems including Omni Retail, Telesales, Indirect and B2B.
• Review and train the regions on the upcoming ER enhancements and ensure that they feel comfortable with the enhancement and how it should function.
• Ensure that our front line sales systems function as designed by diligently testing each enhancement. Providing immediate feedback when defects are found and follow through until the issue is resolved.
• Review and sign off on all sales impacting RTs. Call out issues on the RT (requirements template) before it gets to testing.
• Ensure every interaction that I have with both internal and external customers provides a first class, first call resolution experience.

Morristown, NJ

• Focused to improve the customer experience by always providing First Call Resolution (FCR)
• Founding member of the “High Value Team” providing a single point of contact to provide extraordinary customer care to accounts with 5-99 lines assisting with; price plan analysis, equipment orders, account.
• Promoted to “Advanced Rep” responsible for calls that came into the queue for both Customer Care and Technical Support aka. 611 calls
• Selected to participate in multiple 8 week “shadow program” opportunities, which included the following departments; o Quality Assurance for Customer Care - Call monitoring - Rep and Manager feedback - Account research.