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

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.

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.

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.

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.

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

• 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.

Pending

Bachelor Of Arts (B.A.)