Alicia Sawh
Hackettstown
Summary
Proven leader with extensive experience at Verizon, excelling in customer experience and sales. Spearheaded teams to surpass targets, enhancing business growth and customer satisfaction. Skilled in conflict resolution and performance management, demonstrating exceptional leadership and problem-solving abilities. Achieved significant improvements in employee relations and customer service standards.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Executive Assistant
Verizon
03.2022 - Current
- Managed all incoming correspondence, including emails, phone calls, and text messages.
- Coordinated information flow and kept the Executive Director's team and administrative staff informed about key assignments, deadlines, and event details.
- Performed administrative tasks such as preparing A/P invoices, processing expense reports, reconciling P-cards, ordering office supplies, handling approvals, booking conference rooms, ordering catering items, filing, and aiding with special projects.
Solution Manager
Verizon
10.2012 - 03.2022
- Led a team to meet and exceed quotas and manage churn.
- Assessed performance and developed plans to narrow competency gaps.
- Trained, motivated, and coached the sales team to achieve high-performance results.
- Ensured elevated levels of courtesy and professionalism for customers and prospective customers.
- Resolved escalated customer complaints empathetically and promptly.
Retail Sales Associate
Verizon
02.2008 - 10.2012
- Focused on customer service and satisfaction as a solutions specialist.
- Increased sales through upselling techniques that drove profitability.
- Met and exceeded revenue targets for net activations, customer renewals, accessories, handsets, and enhanced services.
- Demonstrated equipment functions and network capabilities.
- Provided a positive customer experience from greeting to checkout, with follow-up afterward.
- Developed and maintained positive customer relationships.
Retail Customer Service Representative
Verizon
09.2004 - 02.2008
- Attracted potential customers by answering product and service questions and suggesting relevant information.
- Resolved product or service issues by clarifying complaints, finding causes, selecting solutions, expediting corrections, and following up to ensure resolution.
- Built and maintained positive customer relationships.
- Acted as the lead point of reference for new and established employees.
Education
Bachelor of Science - Business
University of Phoenix
Tempe, AZ07.2024
Skills
- Customer Experience
- Sales
- Business
- Codes of Conduct
- Leadership
- Management Reporting
- Point of Sale (POS) Systems
- HR Practices
- Employee Relations
- Performance Management
- Conflict Resolution
Certification
Project Managment
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Executive Assistant
Verizon
03.2022 - Current
Solution Manager
Verizon
10.2012 - 03.2022
Retail Sales Associate
Verizon
02.2008 - 10.2012
Retail Customer Service Representative
Verizon
09.2004 - 02.2008
Bachelor of Science - Business
University of Phoenix