Terlisa Packer Email & Phone Number

Georgia, United States

Client Consultation and Needs Assessment:Conduct thorough needs analysis to understand clients’ insurance requirements.Provide expert advice and recommendations on suitable insurance products and servicesSales Presentations and Proposals:Prepare and deliver compelling sales presentations and proposals to potential clients.Explain policy features, benefits, and pricing effectively to ensure client understanding and satisfaction.Relationship Building and Client Management:Build and nurture long-term relationships with clients to ensure ongoing satisfaction and retention.Act as the primary point of contact for clients, addressing inquiries, resolving issues, and providing exceptional service.

Covington, Georgia, United States

Georgia, United States

Atlanta Metropolitan Area

Alpharetta, Georgia, United States

Provided support to manage the User Acceptance Testing (UAT) work funnel by scoping stories, assigning testing work, and overseeing the delivery of results.• Facilitated defect resolution and obtained closure on outstanding issues.• Maintained / provided reporting on team deliverables.• Analyzed processes for effectiveness / thoroughness / success, identified opportunities for improvement, and provided suggestions for closing gaps.• Performed testing to support the completion of team objectives.• Project managed WorkFlow Manager (WFM) Modernization, Secure Messaging, and OneTalk / BlueJeans using VZAgile methodology.• Used q-Test, Excel, PowerPoint, and Smartsheets.• Maintained open lines of communication between Business Government Customer Operations stakeholder groups.• Utilized VZW Systems / Business Government Customer Operations processes including ACSS, My Business, WorkFlow Manager (WFM), OMNI, MBA, MARS, and Remedy.• Partnered with Business and Government Accounts.• Executed as a people leader by leading the Tier 2 team of Customer Support Specialists and guiding them in assisting customers that are facing higher level, complex product and operational issues.• Served as the point of contact for all User Acceptance Testing (UAT) projects.• Spearheaded the Secure Messaging and WorkFlow Manager (WFM) Modernization projects.• Championed the Wireless Transfer Your Service Simplification / Optimization initiatives.• Piloted the Transforming Sales and Service Experience for Wireless Bulk-Ordering objectives.• Launched the One Talk / BlueJeans Prem Integration and Unified App.• Served as a Women of Influence participant and leader amongst peers.• Selected as a member of the Black Resource Association for Verizon Employees (Brave).• Created an SME project for a Tech Council in Alpharetta.

United States

Performed testing of system enhancements and system code fixes / corrections before the change was rolled out to all users. • Tested for functionality changes or new product launches.• Collaborated on a daily basis across teams with the Engineering, Product, and Customer Success teams to understand customer needs and work towards quick resolutions of customer issues.• Completed cross-application end-to-end User Acceptance Testing (UAT) for all Business Government Customer Operations internal and external systems.• Conducted cross-application end-to-end Post Implementation Validation (PIV) for Business Government Customer Operations.• Executed end-user side-by-side and feedback sessions.• Investigated tools, best practices, and technologies to accelerate productivity.• Applied technical troubleshooting skills, identifying, tracking, and researching defects, and solving technical issues.

Alpharetta, Georgia, United States

Created and maintained all communications related to high-priority launches including the port Indicator process flow, and WorkFlow Manager (WFM).• Organized and prioritized responses to inquiries from partners about key Business Government Customer Operations policies and processes.• Supported Senior Analyst projects, including focus groups and reporting. • Facilitated weekly calibration calls with chat partner sites, driving to 60% Net Promoter Score for 2 months.• Collaborated cross-functionally to create training for strategic partners for high-priority projects to improve Business Government Customer Operations and development processes. • Supported the Partner Fulfillment Team with data analytics.• Assisted with key business initiatives through the evaluation of At Your Service tickets, processing an average of 35 tickets per day.• Created content for updates to partner OSTs for phone support.

Achieved Leading 2020 Business Government Customer Operations Rep Success with a 100 score year to date.• Consistently met or exceeded coordinator expectations with 2020 Business Government Customer Operations (BGCO) 2 HR Repeats 2.12.• Provided peer-to-peer coaching to team members who returned from extended absences.• Handled sensitive customer information in a professional manner and generated recurring data reports to analyze support team progress.• Provide Tier-1 & Tier-2 support to Verizon customer care teams to troubleshoot technical issues related to devices. Assisted high-value customers directly via email tickets, phone calls, and texts to support enrollment, billing, technical, and business support issues on tight timelines with exceptional customer service.• 15+ years of experience in triaging device defects on Android or iOS devices

Alpharetta, Georgia, United States

Coached and supervised transition representatives for Customer Service.• Identified employee needs during weekly calibration / monitoring sessions in partnership with Quality Assurance.• Conducted daily side-by-side observations and Quality monitoring sessions.• Facilitated daily new hire classes in Quality Assurance and Transactional Accuracy.

Ensured tools such as the Troubleshooting Rep Guidance (TRG) and MVD were up to date with the latest troubleshooting steps.• Partnered with HQ, national, and area teams to improve technical processes and support.• Conducted analysis and reviewed existing trends / information to evaluate impacts on the business and provide recommendations regarding areas for improvement.• Conducted product research and created or updated customer-facing guides and related content for the Help Center when new product features are released.

Bachelor Of Business Administration (Bba), Business Administration With Marketing

Biology With Seconday Education