Work Experience

I am relocating to Tennessee and offer my years accomplishments to a company that is growing and always moving forward.

 

Jan 2009 – Present

Coordinator – Financial Analysis, Verizon Wireless

·         Performed core account creation, to be used as the base for all contractual service related functions.

·         Review, Maintain, and Update contact and contractual modifications for business, state and federal customers

·         Trouble shoot and correct practices causing the company to be in violation of contractual compliance in accordance with state, federal, and company policy.

·         Trouble shoot and resolve contractual pricing issues

·         Travel with management to train other regional department locations

·         Creating, documenting, and integration of new department functions and policy

·         Continued review of new function training materials for increased effectiveness and performance.

·         Resolution of escalated issues pertaining to customer agreements

·         Assisted in the data integration of customer data from a new company acquisition.

 

March 2008 – January 2009

Coordinator – User Authentication Testing, Verizon Wireless

·         Final review for quality control and functionality of beta system enhancements prior to final release.

·         Log and report issues related to system enhancements

·         Versed in reference information, documentation, and terminology used for testing to include: test cases, test data and approach documents

·         Proactively identify all probable impacts, both positive and negative, of the enhancements being tested prior to release for production

·         Research and document all issues and questions about the functionality and business rules of the enhancements

·         Provide expert consultation to the necessary requirements and development of systems used by the department

·         Consult remotely with peers across other areas daily to discuss challenges and solutions on tested materials.

·         Work closely with Leadership team to clarify impacts of enhancements

·         Prepare and present pertinent information to Senior Management Team to obtain approval for signoff on tested enhancements

·         Perform post implementation verification to ensure successful launch of enhancements

·         Continued review of functionality of enhancements to include: document, identify enhancements that will improve associate efficiency and system performance

 

February 2005 – March 2008

Coordinator, Verizon Wireless

·         Verify contractual compliance in accordance with company policy

·         Maintain and update contract modifications for business customers

·         Update customer accounts with business discounts in accordance with contract

·         Research and resolve contractual pricing issues

·         Provide feedback on application enhancement release issues.

·         Peer to peer training on internal functions system application

 

February 2001 – February 2005

Senior Customer Service Rep, Verizon Wireless

·         Identify and resolve customers billing issues in one call

·         Review customer accounts to ensure cost effectiveness in monthly rate plan and usage

·         Make proper corrections and adjustments to customers account

·         Retain and upgrade existing customers to current rate plans and equipment

·         Answer customer questions regarding wireless services

·         Troubleshoot and resolve equipment and billing issues using available resources

·         Mentor new customer service reps.

·         Resident expert on daily company policy, procedures and practical application

·         Provide additional assistance working offline functions.

Education

June 2004

Associates in Electronic Engineering Technology, ITT Technical Inst.

June 1991

High school diploma, Conant High School

Skills

  • Ability to communicate and work with multiple levels of management with confidence
  • Excellent verbal, written, analytical and communication skills
  • Excellent analytical and problem-solving skills
  • Ability to manage workload amid rapid change
  • Ability to multitask applications
  • Efficient at prioritizing work, able to determine most to least urgent and most to least importance
  • Works well independently or in team environment
  • Works well in a fast pace environment