Andrea Cordova

Work History

Verizon

03.2021 - Current

Provide leadership exposure through employee engagement,meeting facilitation, coaching feedback, outlier management, troubleshooting system issues, handling customer escalations, and auditing timesheets. Experience with tools include: 4G/5G (Home & Mobile)/ Remedy/ Connected Car,G-Suite,My Info, MetrIx, Peoplesoft Time, Disability Dashboard,My Attendance, National Reporting, and Verint 360 & Verint WFM, Daily Coaching/Training/Observing Call listening and observation Audits
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Used ticketing systems to manage and process support actions and requests.
Translated complex technical issues into digestible language for non-technical users.
Collaborated with supervisors, leadership to escalate and address customer inquiries or technical issues.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Verizon Wireless

05.2020 - 02.2021

Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
Trained users on how to operate components and systems.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Walked individuals through basic troubleshooting tasks.
Monitored systems in operation and quickly troubleshot errors.
Updated documentation and produced reports.
Assisted with updating technical support best practices for use by team.

Verizon Wireless

11.2012 - 05.2020

Assisted customers in identifying issues and explained solutions to restore service and functionality.
Documented support interactions for future reference.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Observe and evaluate technical support representative performance. Train and instruct employees for new process & procedures. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Update schedules thru EMS, run daily, weekly Adherence reports, scheduling, efficiency to enforce positive behaviors thru IEX. Working knowledge of Microsoft Excel and PowerPoint and office products

Verizon Wireless

05.2006 - 11.2012

Coached employees through day-to-day work and complex problems.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Actively supported service associates by quickly responding to questions via phone, jabber and email and finding appropriate solutions to customer issues.
Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Researched and corrected customer concerns to promote company loyalty.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Led regular customer service meetings to review progress identify challenges and provide feedback.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for staff.

Verizon Wireless

11.2000 - 05.2006

Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Assisted customers with Spanish-language inquiries in a timely and professional manner.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Provided language translation services for customer service inquiries.
Utilized Spanish proficiency to build relationships with speaking customers.
Met all call quality standards and daily quotas for first-call resolution.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Educated customers about billing, payment processing and support policies and procedures.
Responded proactively and positively to rapid change.

Excell Global Services

05.1996 - 11.2000

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.