Wayne M. Email & Phone Number

• Provide an outstanding customer experience to our customer base• Effectively and efficiently manage assigned cases while also being able to support your peers• Proactively solve problems and initiate process improvement ideas• Explain complex scenarios to customers in a simplified approach• Show sensitivity to customer emotions and effectively defuse potential customer concerns• Consistently meet and exceed customer centric key performance indicators and SLAs• Work independently and positively contribute to a team environment• Strong ability to influence peers and business partners towards desired participant outcomes• Mitigate risk while adhering to quality procedures and ensuring compliance with regulatory requirements

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

• Analyze metadata recorded in company databases, PeopleSoft and Excel macros to confirm all business transactions were accurately accounted for Purchase Order.• Reduce invoice Voucher Match Exceptions to increase invoice processing affecting global payment processing. • Work interdependently with a global team (Requestor, buyers, Procurement, system analyst, etc) to assist global vendors regarding their inquiries.

Raleigh-Durham, North Carolina Area

Manage a specific customer set by providing excellent customer service while also minimizing bad debt* Contact customers on past due amounts, obtain commitments for payment while working with the customer on billing disputes with the assistance of Sales, Legal and Regulatory as required* Responsible for pro-actively contacting and collecting past due balances* Reconcile payments and complete account research* Interact with account teams and various internal departments* Maintain accounts in accordance with company and departmental policies* Respond to inquiries from internal and external customers in order to resolve receivable issues* Create various reports as needed

Morrisville Nc

Communicate the benefits and features of our client’s products, while engaging in conversational discussions about their farming or banking practices via phoneAct as our client’s advocate and representative, delivering accurate information, excellent service and addressing concerns as appropriateMaintain a positive customer experienceSeek out and identify relevant trends and then, share findings with managementClosely follow a call guide, while adapting to own personal styleFollows standard operating procedures when documenting customer complaints and issuesEnsure compliance with company policies and proceduresShare best practices with peers in order to improve overall performance

Raleigh-Durham, North Carolina Area

Customer care advocate for all Care activities serving our business customers. Offers one point of resolution to telecommunication managers and program administrators of these accounts, from customer acquisition through billing activation across the product portfolio. Position exists to enhance our service strategy with these customers; overall function is 100% customer satisfaction. Anticipates customer needs and delivers care solutions. This position is accountable for the accounts satisfaction with service, but it may utilize other resources within Sprint Nextel to resolve problems, respond to requests, and implement solutions. Partners with Sales and Account Management to support assigned customer base as an extended member of the account team. The nature of this role is to provide total account and relationship management with respect to service.Systems:,

Brooklyn Ny, Queens Ny, Nanuet Ny

Assign employees to specific duties.Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.Enforce safety, health, and security rules.Establish and implement policies, goals, objectives, and procedures for their department.Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.Examine products purchased for resale or received for storage to assess the condition of each product or item.Adhere to pricing policies for merchandise, to maintain profitability requirements.Hire, train, develop and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.Instruct staff on how to handle difficult and complicated sales.Inventory stock and reorder when inventory drops to a specified level.Keep records of purchases, sales, and requisitions.Monitor sales activities to ensure that customers receive satisfactory service and quality goods.Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.Ensure advertising campaigns and sales promotions are presented accurately and update merchandise displays and advertising copy.Plan and prepare work schedules and keep records of employees' work schedules and time cards.Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.Review inventory and sales records to prepare reports for management and budget departments.Adhere to strict Verizion wireless policy in order to successful pass internal audits (FAR)

Greater New York City Area

• Supervised a retail sales team and successfully met and exceeded sales and retention objectives by 140% of sales.• Established the $200k, $300k and Million dollar Club awards and the Highest Percentage of "Promises Kept" Award to recognize and incentivize Verizon Wireless Collection Specialist performance on a monthly basis. • Acted as a liaison to Verizon Wireless Executive Appeals, Direct/Indirect Sales and Customer Service.• Supervised as many 14 - 21 collections reps to coordinate efforts in resolving problems, making payment arrangements of outstanding accounts.• Provided excellent customer service and resolved complex issues while maintaining Customer privacy (CPNI) in one call.• Appointed to assist Verizon Wireless I.S. Dept. with the Wallingford, CT. (Northeast division office) systems conversion • Nominated by specialist as “Supervisor of the year 2003”• Awarded special incentive for converting over 100 lines to Bell Atlantic Long Distance service• Successfully sold and farmed Verizon Wireless solutions to Fortune 500 base customers, i.e., Time Inc., Chase Manhattan Bank, Goldman Sachs, NBC/General Electric.• VSSP Department System Administrator access for the CFS group • CFS Department FAXCOM System Administrator.• Awarded 2 Outstanding Verizon Wireless Customer Service Team recognition awards • Nominated for Bell Atlantic Mobile Customer Service Employee of the Month

•Implement, and evaluate team training and development programs, customer service initiatives, and performance measurement criteria.•Training CFS Representative to use Active Listening skills •Coach CFS representatives to locate and notify customers of delinquent accounts by telephone to solicit payment.•Coach CFS representatives to how advise customers of necessary actions and strategies for debt repayment according to VZW policy and to Answer customer questions regarding problems with their accounts.•Coach CFS representatives to arrange for debt repayment or establish repayment schedules, based on customers' financial situations.•Monitor employees to provide guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.•Monitor employees to provide guidance •Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.•Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.•Recruit, interview, and select employees.•Research, compile, and prepare reports, manuals, correspondence, and other information required by management or governmental agencies.•Resolve customer complaints and answer customers' questions regarding policies and procedures.•Review records and reports pertaining to activities such as production, payroll, and shipping to verify details, monitor work activities, and evaluate performance.•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.•Train and instruct employees in job duties and company policies or arrange for training to be provided.

Pending

Bachelor Of Arts (B.A.)