2946 Garrison Blvd. Apt. A, Baltimore, MD 21216 | H: 443-610-4251 | C: 4436104251 | [email protected]
Hands- on, highly motivated coordinator with over 10 years experience in large scale client focused environment.
Consistently utilize high level patience, attentiveness and outstanding customer quality. Possess leadership experience
with the ability to manage multiple projects while meeting challenging deadlines partnering with operations, fulfillment
and sales teams to ensure departmental efficiencies are maintained. As well as Order Processing and Verizon Wireless
Products & Services. To be a strong individual contributor and exemplify project management skills by focusing on
identifying process improvements and partnering with multiple cross functional teams to ensure project deadlines are
met and customer satisfaction is obtained.
A+ Certification, Windows, Microsoft Access, Vista, Strong Organizational skills, Active listening skills,
Microsoft Office, Microsoft Word, Microsoft Power Point, seasoned in conflict resolution, courteous demeanor,
Microsoft Excel, Microsoft Outlook, Microsoft Word invoice processing, telecommunication skills,
Perfect, Advanced Computer Applications, Data Entry, and adaptive team player
Advanced Typing (over 55 wpm), Multi-Task Management,
Client relations, Writing, Prioritization & Comprehension
Worked with company systems such as WFM (work flow manager) to diligently complete all assigned task. Interacted
with various government agencies, ensuring reliable and high speed delivery to our government customers.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Offline Fulfillment 02/2001 to Current
Verizon Wireless Hanover , Maryland
Coordinator Government Accounts- Account Management Supports Government Customers such as FBI, White
house, TSA & FAA by assisting and maintaining audit reports, account history, accuracy, and relevant account
details in order to provide a same day completion time to maintain service levels Process escalated account
maintenance and billing requests within company guidelines and contracts Generate reports that assist sales
staff with best pricing option for customers Assist Management with detailed tracking sales information for highly
sensitive white glove accounts Process, review, accept or deny fallout equipment orders and activations.
Respond to requests via email from field sales staff for information i.e.; price plan analysis and customer
information while providing administrative and sales support, i.e.; proposals, marketing information, handling
customer service issues, problem solving and follow-up on customer service issues; Processes all appropriate
documentation for new orders/renewals and ensures policies and procedures are met with regard to sales
activations Manage WFM boxes associated with federal government orders initiated directly from Federal
customers and internal Verizon Wireless teams.
Trained new hires on Federal wireless policies/policies and departmental procedures.
Partnered with Finance, Global Enterprise Advisors, Deployment, Contracts, Compliance, and Implementations
teams to ensure Government customer's immediate needs are met.
Utilize excellent organizational, analytical, oral/written communication and interpersonal skills while ensuring
compliance with corporate business requirements are maintained.
Online Consumer Customer Service.
Senior Representative Current
Research and resolve billing and service equipment issues.
Provide information on our product and services.
Follow up on calls and ensuring superior result.
Verizon Wireless Laurel , Maryland
Responsible for promoting and maintaining 100% customer satisfaction Handle escalated customer inquires
Ability to clearly and concisely articulate Verizon Wireless policies and procedures Assist internal and external
customers with numerous customer issues Provide customer resolutions to ensure FCR is achieved Strong
cognitive skills in analysis, time management, decision making and negotiating Responsible for processing
equipment upgrades and accessory orders Maintain daily, monthly stats (Overall Leading yearly) Ability to
maintain focus when under pressure and in a fast-past environment Team Point of Contact for Supervisor Assist
Associate Director with special projects.
Bachelors of Science: Forensic Psychology 2012
Milford Mill High School Windsor, MD
A+ Certification, Account Management, administrative, articulate, audit reports, billing, interpersonal skills, oral,
Computer Applications, Contracts, customer satisfaction, Customer Service, Data Entry, Data Warehouse, decision
making, documentation, email, fast, Finance, focus, Government, Hyperion, Director, marketing, MARS, Microsoft
Access, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Power Point, Windows, Microsoft Word,
Microsoft Word Perfect, negotiating, Enterprise, organizational, policies, POS, pricing, problem solving, Processes,
proposals, Research, sales, sales support, Supervisor, Teradata, time management, 55 wpm, Typing, upgrades, Vista,
References Available Upon Request