Experience

Fairfax County Water Authority

• United States
• Environmental Services
• 1 - 100 Employee

• Customer Service Representative

  • Oct 2015 - Present



Verizon

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

• Sr. Analyst- Business Sales Operations

  • Dec 2014 - Jul 2015

• Business Sales Associate

  • Mar 2012 - Dec 2014

  -Sales Results: Generates leads and prospects new business as well as creates new service opportunities with the existing customer base. Carries “paper” quota” for 100% completion of all sales related tasks which are quantifiable, i.e.: prospecting and new appointments.-Customer Retention: Respond promptly to requests from field sales staff and customers.-Led system trainings and UAT testing sessions for the Carolinas/Tennessee Region and South Area.-Project Manager for a Finance reduction task force

• Customer Service Specialist

  • Mar 2009 - Mar 2012

  -Assess the needs of customers through account analysis, performing updates through ACSS, and promoting andeducating self service options for future transactions.-Retain customers through achieving first call resolution, following up to accounts to complete open cases,renewing contracts through upgrading devices, as well as providing the best overall experience to increase ERPand NPS scores.-Achieved a Leading overall performance rating for 2011 ending with 95.55% in Entire Rep Performance and 95.15% in Rep Resolve, 218 upgrade renewals, and 0.79% disconnect rate; currently maintaining Leading results for 2012 with 92.31% ERP, 96.15 RR, 85.71% basic to Smartphone, and 61.97% 3G to 4G upgrades.-Delivered team presentations on upgrade techniques geared toward growing our basic to Smartphone and 3G to 4G customer base.