Alexis Plummer
Freeport,NY
Summary
Proven track record at Verizon, enhancing customer satisfaction and driving revenue growth through effective communication and team engagement. Excelled in resolving complex issues, leading to top sales metrics and reduced call-backs. Skilled in development and training, with a focus on achieving above-average customer satisfaction ratings. Professional with comprehensive experience in fiber customer support. Adept at troubleshooting, network diagnostics, and ensuring seamless connectivity. Strong focus on team collaboration and achieving measurable results. Reliable, adaptable, and skilled in customer communication, technical problem-solving, and process optimization.
Overview
26
26
years of professional experience
Work History
Fiber Customer Support Analyst
Verizon
05.2022 - Current
- Enhanced customer satisfaction by promptly addressing and resolving fiber service issues.
- Leveraged strong communication skills to effectively convey complex technical concepts to non-technical customers during troubleshooting efforts.
- Met or exceeded all performance targets related to key performance indicators including first contact resolution rate, customer overall satisfaction, and average handle time.
- Reduced repeat customer calls by providing thorough troubleshooting and clear instructions for issue resolution.
- Developed an in-depth understanding of company''s fiber products and services, enabling better support for customer inquiries.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Sales and Service Representative
Verizon
11.2009 - 04.2022
- Identified new sales opportunities through customer interaction and fact-finding
- Drove team revenue totals by bringing in top sales numbers.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Consistently high customer experience ratings
- Provided training and support for new hires into the CSSC
- Back-filled for team-leaders when needs of the business warranted
- Provided offline floor support for CSSC team members, assisting with complex orders and customer requests
Account Collections Specialist
Verizon
04.1999 - 01.2009
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices for both business and residential accounts.
- Negotiated to collect balance in full.
- Provided itemizations of all customer account payments, credits, deductions upon request.
- Counseled debtors on payment options and arranged installment agreements.
- Trained new team members on scripts, company services, and collection strategies.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- As acting supervisor, I also managed a team of 20 representatives, reviewed remote observations and provided feedback and coaching, tracked numbers to ensure compliance to company standards and facilitated team meetings/huddles.
Education
Certificate - Restaurant Management
The New School
New York, NYTimeline
Fiber Customer Support Analyst
Verizon
05.2022 - Current
Customer Sales and Service Representative
Verizon
11.2009 - 04.2022
Account Collections Specialist
Verizon
04.1999 - 01.2009
Certificate - Restaurant Management
The New School