Aaliyah Young
Kennesaw,GA
Summary
Experienced customer service specialist dedicated to resolving issues and enhancing customer satisfaction. Known for confident and courteous approach, as well as strong customer relations skills. Extensive background in social media strategy and content creation. Leverage expertise to drive engagement and optimize campaigns using analytics. Proven ability to foster team collaboration and adapt in fast-paced environments.
Overview
12
12
years of professional experience
Work History
BGCO Tech Support
Verizon
09.2022 - Current
- Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements.
- Evaluated software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
- Established rapport with clients by providing exceptional communication during the resolution process, fostering trust in our services.
- Boosted customer retention rates through timely escalation and resolution of high-priority cases within SFDC project
- Served as the point of contact for rep inquiries and issues
- Assisted in software development projects within WAM program, contributing to release of innovative applications.
- Used ticketing systems to manage and process support actions and requests.
Solutions Specialist
Verizon
01.2019 - 09.2022
- Acting ASM
- Exceeding monthly quotas with recognition
- Building long-term relationships
- Impacting and improving customer's lives by giving personalized solutions.
- Increased productivity by collaborating with management to develop process improvements.
- Maintained strong relationships with existing customers by delivering exceptional service and ongoing support as needed.
- Identified opportunities for upselling additional services, resulting in increased revenue for the company.
- Communicated complex technical concepts effectively to non-technical stakeholders, fostering understanding and buy-in at all levels of the organization.
Floor Manager
Teleperformance (AT&T)
01.2014 - 12.2017
- Lead a team of 15-20 Call Center Representatives
- Provided on-boarding training for new agents
- Handled calls that were escalated to the next level to provide resolution to inquiry by providing alternative solutions to problems that arose
- Handled between 20-25 calls daily.
Customer Service Rep
Teleperformance (AT&T)
01.2013 - 01.2014
- Handled 70-80 incoming calls about AT&T products and services
- Fielded customer inquiries and found innovative ways to respond to their questions
- Worked in a collaborative and engaging environment that allowed me to work with people from all over the world providing them with quality customer service about our products and services
- Exceeded weekly and monthly metrics.
Education
Associate of Arts - Cyber Security
Albany State University
Albany, Ga04.2026
Skills
- Project Management
- Customer Experience Optimization
- Stakeholder Engagement
- Marketing
- Root-Cause Analysis
- Training and Development
- Leadership & Team Management
- Social Media Analytics
- Sales
- Troubleshooting Systems
- Ability to adapt
- Relationship building
- Customer Engagement
- Time Management
- Handling multiple task
- Data Analysis and Visualization
- Computer Networking
- Content Creation
References
- Unique Howard, Unique.howard@verizonwireless.com, (919) 766-1363
- Danielle Davis, Danielle.davis@verizonwireless.com, (954) 319-6826
- Chris Orr, Christopher.orr@verizonwireless.com, (770) 286-6624
Timeline
BGCO Tech Support
Verizon
09.2022 - Current
Solutions Specialist
Verizon
01.2019 - 09.2022
Floor Manager
Teleperformance (AT&T)
01.2014 - 12.2017
Customer Service Rep
Teleperformance (AT&T)
01.2013 - 01.2014
Associate of Arts - Cyber Security
Albany State University