William Eanes Email & Phone Number

Dublin, Ohio

• Resolved all complex and technical issues using Tier II Troubleshooting.
• Responsible for follow ups end to end with key decision makers to ensure customer satisfaction.
• Reviewed customer account information while on calls, identify and act on sales opportunities; applied expert consulting skills by introducing broad VZW solutions / upgrades over products and services to address.
• Educated customers on the benefits and pricing of recommended products and services and how the recommendations would resolve current and future issues
• Secured new activation's, upgrades, data & accessory sales with customers while on the same call and convert into an immediate sales opportunity where possible
• Identified and responded to high-risk customer groups to address issues raised and potential disconnect requests

Dublin, Ohio

• Handle inbound calls and make outbound calls to Small Business customers in an effort to support strategic VZW business objectives
• Use exceptional negotiating and selling skills to position value-add opportunities, while also providing an exceptional customer experience and meeting or exceeding monthly sales objectives
• Proactive right-pricing, migration of customers from Basic to Smartphone’s to drive LTE penetration and increase Share Everything penetration
• Perform usage analysis, develop quotes, price comparison documents and comprehensive service solutions for customers while building relationships and trust with our B2B customers
• Utilize the “Earn the Right” process to identify and match customer’s current and future needs with the appropriate products and / or services
• Design personalized solutions tailored to meet the customer’s communications needs

Dublin, Ohio

• Engaged with high value customers in an effort to support strategic Verizon Wireless business objectives
• Used exceptional negotiating and selling skills to position value-add opportunities, while also providing an exceptional customer experience
• Supported Marketing efforts to position and sell Verizon Wireless products, services and benefits to existing customers, including proactive right-pricing and migration of customers from Basic to Smartphones
• Developed marketing campaigns to increase sales of Smartphones and accessories
• Performed usage analysis and price comparisons and presented comprehensive service solutions while building relationships and trust with our consumer
• Worked with Winback and High Risk Churn customers to achieve the highest levels of customer satisfaction.

Dublin, Ohio

• Used expert problem solving skills to resolve complex and non-routine customer concerns
• Provided exceptional customer service and technical support for voice and data product customers
• Performed troubleshooting of hardware and software issues to identify network/application issues
• Used various administrative department tools and on-line resources for problem resolution
• Created trouble tickets to expedite problem resolution
• Evaluated customer concerns and resolved problems to achieve First Call Resolution

Columbus, Ohio

• Conducted site surveys to determine the positioning of satellite equipment for the strongest signal reception
• Installed dishes and related satellite equipment to receive broadcast signals at customers home
• Responded to trouble calls to troubleshoot and repair equipment issues
• Educated customer the basics of how to use and enjoy their new service and equipment
• Ensured 100% customer satisfaction on every installation

Columbus, Ohio

• Performed daily call monitoring and sampling of “Retention” call types and other relevant customer data
• Led project teams to Identify and make recommendations for improvement on non-standard business practices, customer impacts, quality opportunities and process/policy gaps
• Provided specific and complete feedback to drive rep improvement and changes in behavior
• Ran weekly calibration sessions with Supervisors and District Managers to ensure consistent call scoring

Dublin, Ohio

• Identified and diagnosed network status and equipment problems
• Worked remotely with on-site technicians to resolve complex network, hardware and data line problems
• Tested and turned-up new circuits, cross-connects, disconnects and other wiring

Columbus, Ohio

• Led special project teams to complete computer system installation and server migration for business customers across the U.S.
• Traveled to various local business customer locations to complete onsite service calls
• Performed troubleshooting to maintain and repair desktop computers, laptops, printers and network systems
• Operated independently with no supervision while maintaining the highest level of customer satisfaction

Columbus, Ohio

• Traveled to business customer locations across Ohio to complete onsite service calls of their Hughes Satellite Systems and HP industrial printers, plotters and copy machines
• Maintained accurate equipment and parts inventory for service calls
• Maintained the company vehicle with accurate travel logs and scheduled maintenance

United States

• Operated, coordinated, and performed organizational and intermediate maintenance on alarm, warning, and indicating systems, interior communication systems, ship's speed and steering control systems, power generation.
• Interpreted and analyzed ship's blueprints and system interface diagrams; inspect, test, analyze, and make detailed casualty analysis
• Directed the repair of electrical, electronic, fiber optic, hydraulic, mechanical, and synchronal and servo systems
• Managed the Closed Circuit Television studio- Developed show and movie schedules- Maintained accurate media inventory and movie catalog- Directed daily news, weather and sports broadcasts- Produced and edited crew.