Experience

TOWN OF NORWOOD

• United States
• Government Administration
• 1 - 100 Employee

• Customer Service Assistant/Cash Clerk

  • Oct 2021 - Present

  Treasures Office • Assist customer with payments and questions regarding their bills. • Data entry for daily transactions. • Daily reconciliation of payments received and deposited. • Daily balance of cash drawer.

• Food Service Worker

  • Feb 2019 - Oct 2021

  Norwood, Massachusetts, United States Prepare, serve and distribute food items and meals to students and staff. • Followed procedures for safe food preparation and presentation. • Mastered point-of-service computer system. • Handled currency and credit transactions quickly and accurately. • Communicated clearly and positively with coworkers and management. • ServSafe Certified.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Analyst - Executive Relations Wireline Consumer and Mass Bus at Verizon

  • 2016 - 2018

  Taunton, MA Manage, deliver and monitor full complaint resolution, owning each customer issue, providing updates and timely resolution. Interface with Regulatory Agencies such as State Commissions, Federal Communication Commission, Better Business Bureau and Attorney General Offices for the East Coast area. • Provided the best customer experience by ensuring that all regulatory, executive and non- executive complaints are cared for in a timely fashion. • Owned the resolution… Show more Manage, deliver and monitor full complaint resolution, owning each customer issue, providing updates and timely resolution. Interface with Regulatory Agencies such as State Commissions, Federal Communication Commission, Better Business Bureau and Attorney General Offices for the East Coast area. • Provided the best customer experience by ensuring that all regulatory, executive and non- executive complaints are cared for in a timely fashion. • Owned the resolution working with various Lines of Business, escalating as needed, and providing detailed written closing responses. • Delivered root cause analysis, strategic planning, coaching and feedback on people, process, service issues and leading execution of team key deliverables. • Prioritized caseloads to ensure all metrics are met.

• Supervisor Customer Service - Wireline Consumer & Mass Bus

  • 2015 - 2016

  Taunton, MA Spearhead the daily functions of 18 Customer Care Specialist consultants, involving observations, accountability and customer experience. • Subject matter expert for all district escalations, function on Case Studies and "Fix, Learn, Correct" documentation, offer appropriate and effective feedback for education. • Promptly and pleasantly resolved customer problems to make sure complete customer satisfaction. • Provided efficient assistance to the Executive escalations by reviewing… Show more Spearhead the daily functions of 18 Customer Care Specialist consultants, involving observations, accountability and customer experience. • Subject matter expert for all district escalations, function on Case Studies and "Fix, Learn, Correct" documentation, offer appropriate and effective feedback for education. • Promptly and pleasantly resolved customer problems to make sure complete customer satisfaction. • Provided efficient assistance to the Executive escalations by reviewing and identifying root cause and delivering appropriate coaching.

• Team Leader

  • 2012 - 2015

  Taunton, MA Managed, trained and industrialized a group of 20 diverse employees to focus on Verizon Key Imperatives. • Grew revenue and gained share through performance appraisals, development plans, observations and training sessions. • Consistently met or exceeded all sales and productivity objectives through long-term relationships. • Managed all disciplinary actions and attended grievances in accord to company policies and procedures.

• Supervisor Business Operations

  • 2010 - 2012

  Taunton, MA Managed a team of 200 professionals and ensured efficient, timely and customer-focused operations. • Met attendance necessities for reporting, accountability and documentation in a call center environment. • Led and facilitated training for all intra office and district wide initiatives and ensured timely reporting and compliance. • Controlled all regulatory, customer and intra-departmental escalations and requests. Managed all aspects of the grievance process, from the initial… Show more Managed a team of 200 professionals and ensured efficient, timely and customer-focused operations. • Met attendance necessities for reporting, accountability and documentation in a call center environment. • Led and facilitated training for all intra office and district wide initiatives and ensured timely reporting and compliance. • Controlled all regulatory, customer and intra-departmental escalations and requests. Managed all aspects of the grievance process, from the initial infraction, documentation, execution and reporting in Labor Relation Data Base. • Directed the workforce, utilized I.E.X., Total view and AMTS to ensure accuracy in reporting and staffing.

• Supervisor - Sales Support

  • 2002 - 2010

  Taunton, MA Delivered immediate feedback for consultants regarding best practices, errors, and customer service requirements to ensure the most positive customer experience and sales generation. • Trained a sales and service team according to company’s policies to meet corporate objectives. • Managed daily, weekly and monthly reporting on conference calls to monitor for breaks in customer experience. • Implemented new initiative where CSSC consultants supported I&M, via "Tech Bridge".

• Spec - Workforce Performance

  • 2000 - 2002

  Taunton, MA Implemented and completed training for the call center, including communication of all Corporate and Service Alert initiatives; facilitated District Staff to maintain consistency in all trainings district. • Maintained accuracy for all attendance records, Grievance Tracker and Security investigations by working directly with Team Leaders and Call Center Manager.