Experience

Mobility Consulting Group

• United States
• Wireless Services
• 1 - 100 Employee

• Client Success Manager II

  • Jul 2022 - Present

• Strategic Account Manager

  • Oct 2018 - Jul 2022



Advocate - The Premier TBM Services Company

• Mobile Auditor

  • Jun 2016 - Oct 2018

• Lifecycle Analyst

  • May 2016 - Jun 2016

• Sr Customer Support Specialist

  • Aug 2010 - May 2016

  TrainingEscalationsHelp DeskOrder ManagementReportingTeam Assistance for EmployeesBuild Relationships with Mobile Carriers/Direct RepsBuild Relationships with Other Teams at Advocate

• Invoice Processing

  • Aug 2011 - Feb 2012

  Process Client InvoicesResearch Missing InvoicesInvoice AllocationsBilling SystemsReporting



Verizon Wireless

• United States
• Retail
• 1 - 100 Employee

• Technical Support Coordinator

  • Sep 2008 - Aug 2010

  • Provide troubleshooting to assist in resolving all customer issues.• Process warranty exchanges for all devices.• Assist with billing and account inquiries if requested by customer.• Peer assistance to answer questions and/or assist with customer resolution.• Provide support to new technical support coordinators.• Create, monitor, and close trouble tickets for network issues using Remedy ticket system.• Troubleshoot device, system, and network issues.

• Sr Customer Service Representative

  • Jan 2007 - Sep 2008

  • Assist with resolving customer issues and concerns.• Maintain daily, weekly, monthly and yearly stats.• Achieve 100% on NPS scores to help maintain a positive customer experience.• Assist with Internet Response Team email completion.• Peer assistance to answer questions and/or assist with customer resolution.



Dell

• IT Services and IT Consulting
• 1 - 100 Employee

• Dell Direct Store Kiosk Team Lead

  • May 2006 - Jan 2007

  • Creating weekly schedules and one on ones with each employee.• Complete all training weekly and monthly to assist with positive secret shops.• Assist with achieving weekly and monthly sales goals.• Meeting daily, weekly, and monthly objectives assigned by manager. • Creating weekly schedules and one on ones with each employee.• Complete all training weekly and monthly to assist with positive secret shops.• Assist with achieving weekly and monthly sales goals.• Meeting daily, weekly, and monthly objectives assigned by manager.



Sprint

• Non-profit Organizations

• HR Delivery Specialist Level II South East Area

  • Aug 2003 - Mar 2006

  • Certified to facilitate New Hire classes for retail, indirect, and service & repair employees.• Certified to facilitate merger training, policies, methods and procedures, human resources, systems and employee self-service resources for all sales channels.• Conducted follow-up market and store training, coaching, and mentoring.• Scheduled, implemented, and developed merger training and system integration training for Georgia and Alabama Legacy US-Unwired markets.

• Sales Team Lead

  • Aug 2000 - Aug 2003

  • Meet my monthly assigned sales goals.• Assist my team in meeting and maintaining their monthly assigned sales goals.• Worked with my team to ensure the best sales and customer service experience to create a loyal customer.• Met monthly assigned objectives assigned by management team.