Experience

Global Communications Group, Inc.

• Japan
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Support Specialist

  • Mar 2017 - Present

  Englewood, CO



Verizon Enterprise Solutions

• Customer Relations

  • Jul 1996 - Jul 2015

  Service Advocate (2005 - 2015) Managed accounts on a national level in the Medium Business Sales segment by providing customer service, administrative, and executive escalation support to Account Executives and external business customers. Customer Service Supervisor (1999 - 2005) Managed the day-to day operations of a specialized contact center team, providing proactive service support to assigned account base (6 agents) and inbound service support to “pooled” accounts (5 agents)… Show more Service Advocate (2005 - 2015) Managed accounts on a national level in the Medium Business Sales segment by providing customer service, administrative, and executive escalation support to Account Executives and external business customers. Customer Service Supervisor (1999 - 2005) Managed the day-to day operations of a specialized contact center team, providing proactive service support to assigned account base (6 agents) and inbound service support to “pooled” accounts (5 agents) within the Government/Education sales segment; interviewing, hiring, and on-boarding new employees; coordinating agent training; scheduling; coaching and developing agent skill sets. Customer Service Representative (1996 – 1999) Provided inbound call support to specialized base of accounts; handling escalated customer matters; updating customer records in databases; acting as liaison between peer teams and management to recommend actions to improve process efficiency. Show less