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Verizon Wireless Customer Loyalty Team - Acting Supervisor Resume Example

Tjreart Egern
XXXX XXXXXXXX XXXXXXX XXXXX, Tampa, FL 33615 | (H) XXXXX XXXXXXXX | XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Summary

Seasoned leader with more than 8 years of experience in fast-paced call center environment. Excellent management and coaching skills. Track record of achieving exceptional results in sales and retention.

Skills
  • Sales and Marketing
  • Telecommunications
  • Critical Thinking
  • Time Management
  • Judgment and Decision Making
  • Computers and Electronics
  • Operations Analysis
Experience
Coordinator - B2B Loyalty Department 09/2014 to Current
Verizon Wireless - Customer Loyalty Team Tampa, FL
  • Handle Business Outbound and inbound calls as an initiative to retain customers through negotiation techniques.
  • Act as liaison on multiple business accounts to ensure customer satisfaction.
  • Also contacted consumers with business profiles to reflect loyalty and generate revenue.
Coordinator 08/2013 to Current
Verizon Wireless - Customer Loyalty Team Tampa, FL
  • Handle outbound and inbound calls as an initiative to recapture and retain customers through negotiation techniques and specific promotions.
  • Lead in efficiencies and results while contributing to specific projects and team training's.
  • Assist with Telesales, Customer Service and Customer Service Pro.
Acting Supervisor 03/2015 to 05/2015
Verizon Wireless - Customer Loyalty Team Tampa, FL
  • Exceed defined sales and retention objectives through on going training, coaching and monitoring of individual and team performance while teams current supervisor was on leave.
  • Assess individual and team performance. Initiated developmental plans to better align behaviors with company objectives and archive goals.
  • Team held department number one in adherence in March, April and May.
Management Support Team 04/2014 to 09/2014
Verizon Wireless - Customer Loyalty Team Tampa, FL
  • Provide additional support as a qualified, knowledgeable resource to assist with the resolution of a customer's issue in the absence of a supervisor.
  • Assist and handle escalations in a timely manner at the Representatives desk in order for the Rep to take notes on how to de-escalate.
  • Provide consultation to representatives to diffuse escalations.
  • Provide assistance by completing some administrative tasks (NPS call backs, Follow ups, etc.) Assist reps with long call management.
  • Peer-to-peer coaching.
  • Identify high AHT call drivers.
  • Co-facilitate team meetings on new products/services when needed.
Emerging Talent Program 10/2013 to 11/2013
Verizon Wireless Meriden, CT
  • This program is designed to help high-performing, high-potential individual contributors that are emerging to progress into a leadership role.
  • The topics that were covered during these sessions were: Core Skills For Developing Leaders, Providing Constructive Feedback, VZW Transitions, Writing Advantage, Plan Your Career, How we Make Money, Team Build- Learning to Use Your Behavioral Style, and Critical Thinking.
Coordinator 05/2006 to 08/2013
Verizon Wireless - Continuity Marketing Operations/Winback
  • Handle outbound and inbound calls as an initiative to recapture and retain customers through negotiation techniques.
  • Lead in efficiencies and results while contributing to specific projects and team training's.
Coordinator 01/2011 to 01/2013
Verizon Wireless - Continuity Marketing Operations - B2B Save/Loyalty Department Meriden, CT
  • Handle Business outbound and inbound calls as an initiative to retain customers through negotiation techniques.
  • Acted as liaison on multiple business accounts to ensure customer satisfaction.
  • Also contacted consumers with business profiles to reflect loyalty and generate revenue.
Project Manager 06/2011 to 11/2011
Verizon Wireless - Continuity Marketing Operations Meriden, CT
  • Lead Basic to Smartphone $100 Verizon Wireless Gift Card Fall Out. Managed 4 teams of 8-12 reps in handling requests for fall out of online promotional offer codes used in a marketing promotion to increase Smartphone take rate across the country.
  • Our department processed approximately 60k lines through the Secure Online File Exchange and I established a dedicated Work Flow Manager Box.
  • I also coordinated with National Marketing Team and Regional Management.
  • The promotion targeted equipment-eligible customers a $100 Verizon Wireless gift card through the online Trade-In Program when they upgrade from a basic phone to a Smartphone.
Acting Supervisor 03/2010 to 11/2010
Verizon Wireless - Continuity Marketing Operations/Winback Meriden, CT
  • Exceed defined sales and retention objectives through ongoing training, coaching, and monitoring of individual and team performance while teams current supervisor was on leave.
  • Assess individual and team performance, and initiate developmental plans to better align behaviors with company objectives and achieve goals.
  • Set precedent of 5000 Winbacks in a month while encouraging team members to break "Personal Best" Goals month after month.
  • Team was department number one in Productivity Time in August 2010.
Data Collector 03/2008 to 05/2008
Vision Appraisal Technologies Northborough, MA
  • Collect real estate data for town/city re-evaluations.
Service Advisor 03/2006 to 01/2008
Pep Boys Auto Meriden, CT
  • Evaluation and sales of automotive services, parts and products.
Realtor 04/2002 to 01/2006
Coldwell Banker Residential Brokerage North Haven, CT
  • Real Estate Sales.
  • General Residential Sales and Investment Property Sales.
  • National Association of Realtors Member.
  • Agent of The Month" 2 Months.
  • Rebac Member.
  • ABR Certification.
  • E-Pro Certification April, 2001 to Dec, 2001 The Mobile Solution Milford/Meriden, CT Management and Sales.
  • Manage store: Duties include making schedule, setting individual employee goals, setting store goals for 2 locations, managing staff.
  • Sales: Selling cellular phones, top sales person every month.
Education
High School Diploma: Micro-Computer Software Technology Jun 2001 Platt Regional Vocational Technical School - Milford, CT
Master Certificate of Applied Project Management: Villanova University - Certificate in Finance and Accounting for the Non-Financial Manager

Certificate in Maximizing Team Effective
Certificate in Call Center Operations & Management (CCOM): Bellevue University - Bellevue, NE Expected Completion June 2017
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Resume Details

This is a real resume for a Acting Supervisor in Tampa, Florida with experience working for such companies as Verizon Wireless Customer Loyalty Team, Verizon Wireless, Verizon Wireless Continuity Marketing Operationswinback. This is one of the hundreds of Acting Supervisor resumes available on our site for free. Use these resumes as templates to get help creating the best Acting Supervisor resume.

Previous Companies:

  • Verizon Wireless Customer Loyalty Team
  • Verizon Wireless
  • Verizon Wireless Continuity Marketing OperationsWinback

Previous Job Positions:

  • coordinator
  • Acting Supervisor
  • Project Manager
  • Data Collector
  • Service Advisor

Schools:

  • Platt Regional Vocational Technical School
  • Villanova University
  • Bellevue University

Level of Education:

  • High School Diploma
  • Master Certificate of Applied Project Management
  • Certificate in Call Center Operations & Management (CCOM)

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