Salesforce reporting and data analysis to leadership on key internal and external performance.Developing dashboards and providing technical insights related to current processes and techniques.Overseeing day to day operations and working with external and internal customers to meet deadlines.Working on innovative projects using cutting edge technology. Supporting ThingSpace Manage, IOT,Enterprise Messaging as well as Private Networks. Performing live training on new methods and systems. Experience with Thoughtspot and SQL and other Big Data Systems. Over 7 years of Salesforce Experience.

Adept at handling supervisor level escalations and providing exemplary results.Perform onsite device training and operation system walkthroughsInteract with multiple levels of external and internal customers in order to find resolutions to enhance future business relationships.Created strategic account analysis reports in order increase monthly and annual savings as well as to understand usage behavior and account structure.Comfortable working in high stress and fast pace environments where solo work and teamwork is needed.Excellent understand of business procedures with the ability to comprehend and answer external and internal customer inquiries as well as display value within our Verizon Wireless Brand.Restructure accounts using data collected and make recommendations to provide to sale team alignment and business team.Consistently take the lead when special projects are created, working with strong leadership and communication skills to ensure deadlines are met.Strong Self Starter with the ability to relay complex information to overs regardless of position or title.Create Zero Usage Reports in order to focus on lines customers are under utilizing. Collaborate with the Business Government Customer Operations on large scale escalations to make sure issues as well as orders are processed with 100% accuracy.Provided customer walkthroughs on international data usage as well as run reports so customers understand data usage patterns.Experienced in public speaking as well as group training.Worked on device orders, creating data sheets staying involved and proactively tracking orders from approved ordering system to warehouse to delivery at customer location.

Cold calling accounts to speak to customers bringing attention to current promotions as well as designated representatives within VerizonPerform price plan analysis reporting to find opportunities for customers to save moneyProcess Small Medium Business equipment orders using SFA-OM and account maintenance requests using ACSS Native and ACSS NETDevelop trade in quotes for customers based on their current and past devices.Assist with onsite customer deployments and device roll outs for Small&Medium Business.. Federal and State and Local accounts.Partner with local account executives to research accounts that may exhibit churnProactively sell accessories showing the customer the value that Verizon brings to their device experience.

Provided instant assistance to customers of private and public sector as well as business and consumer.Handled tier 1 and tier 2 troubleshooting for voice and data devices.Escalate submitted maintenance requests through Workflow Manager.Partnered with sales and implementations to update vital account information.Walked customers through billing adjustments and corrections.Selling the customer value by actively promoting accessories as well as upgrades.Educate customers of Self Serve resources for external and internal applicationsPerform research on network related instances to assist with ticket creation for Network Repair Bureau.While working on the phone team sold over 100 upgradesCreated 120 Verizon Wireless promoter survey experiences in past 2 years.5 years of technical support experience.