Allie Stock
Grand Prairie,TX
Summary
Highly experienced professional with 24 years of customer service, professionalism, and strong work ethic gained from working with XO/Verizon. Adaptability and quick learning enable me to seamlessly transition between teams, departments, and job functions. Seeking a team-oriented company or department to further my career in Project/Order Management or a related environment, utilizing my extensive experience and business skills.
Overview
25
25
years of professional experience
Work History
ESCALATON MANAGER
HCL America
11.2023 - Current
- Effectively implemented tactics to enhance customer satisfaction and loyalty.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy
- Decreased customer handling time by 20%
- Strengthened customer relations resulting in increased sales and loyalty
- Provided suggestions and alternatives to enhance customer experience, thereby elevating satisfaction levels
LifeCycle Escalation Manager
Verizon Enterprise Solutions, LLC
01.2021 - 11.2023
- Improved network promoter score in global customer operations business unit by 40%
- Escalated customer issues to management for appropriate action
- Developed and maintained relationships with customers and suppliers through account development.
- Suggested alternative solutions to enhance customer satisfaction.
- Maintained professional, organized, and safe environment for employees and patrons.
- Effectively communicated with employees, suppliers, and stakeholders to align all parties towards achieving established business objectives.
- Accomplished multiple tasks within set deadlines.
Lead Spec-Account Services
XO Communications LLC/Verizon
06.2017 - 12.2020
- Pulled National Daily Report and reviewed all orders
- Managed work orders in jeopardy and provided updates to customers on pending orders.
- Managed work ready tasks such as PCOORD, ORD ACK, CINDATE, Site Ready, Wireless Sup, and APP
- Updated customers on pending orders and delivered free of charge items via phone and email. Scheduled NACs for pre-cutting, provided advance timeline, and coordinated scheduling in WFM PTDs and Wireless PTDs. Requested LEC to send ASR or LSRs for new requests.
- Facilitated pre-cut and cut calls as a host for efficient communication and coordination
- Successfully facilitated project status calls
- Streamlined workflow by facilitating clear and concise exchanges with customers
Sr. Analyst-Fin Ops-Credit/Collections
XO Communications LLC/Verizon
05.2000 - 06.2017
- Top collector for a multi-million dollar portfolio
- Handled billing and payment transactions, monitored accounts to prevent delinquency, and compiled Excel spreadsheets for account management.
- Chosen as one of two representatives to manage newly-acquired commercial accounts.
- Processed billing and payment transactions for customers.
- Conducted account suspensions to prevent delinquency and restored accounts upon payment.
Education
High School Diploma -
Red Oak High School
05.1995
Skills
- Policy and Procedure Adherence
- Client Relationship Building
- Superior customer support
- Conflict resolution techniques
- Teamwork and Collaboration
- Business Development
- Communication Skills
- Customer service
Timeline
ESCALATON MANAGER
HCL America
11.2023 - Current
LifeCycle Escalation Manager
Verizon Enterprise Solutions, LLC
01.2021 - 11.2023
Lead Spec-Account Services
XO Communications LLC/Verizon
06.2017 - 12.2020
Sr. Analyst-Fin Ops-Credit/Collections
XO Communications LLC/Verizon
05.2000 - 06.2017
High School Diploma -
Red Oak High School
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