Annetta Harvey
Las Vegas,NV
Summary
Dynamic customer service professional with extensive experience at Verizon Inc., excelling in conflict resolution and team development. Proven track record of enhancing operational efficiency through process improvements and effective scheduling. Adept at managing customer relations and fostering collaboration, ensuring high satisfaction and streamlined workflows.
Overview
44
44
years of professional experience
Work History
Customer Service Representative
Breeze Airlines
02.2022 - Current
- Checking in 20 to 30 passengers and bags, providing boarding passes.
- Contacting Wheelchair assistance when needed.
- Cleaning inbound planes.
- Enhanced customer satisfaction by providing effective solutions to travel-related issues, improving overall service experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Litigation Practice Group
03.2020 - 06.2021
- Answered 30 to 35 incoming calls pertaining to customer accounts.
- Contacted customers with scheduled appointments regarding status of account.
Supervisor
Verizon Inc
01.2000 - 06.2015
- Supervised daily 24/hour operations, ensuring adherence to safety regulations and company policies.
- Mentored team members, fostering professional development and enhancing operational efficiency.
- Implemented process improvements, streamlining workflows and reducing turnaround times.
- Conducted performance evaluations, providing constructive feedback to enhance team productivity.
- Attended Grievance meetings.
- Created duty, vacation, on-call schedules.
- Collaborated with cross-functional teams to resolve operational challenges effectively.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Project Coordinator
Verizon Inc
02.1995 - 03.1998
- Coordinated project schedules and resources to ensure timely completion of deliverables.
- Facilitated communication between teams to enhance collaboration and streamline processes.
- Managed project documentation, ensuring accuracy and accessibility for stakeholders.
- Developed project timelines using project management tools to monitor progress effectively.
Administrative Assistant
Verizon Inc
11.1985 - 01.1995
- Coordinated scheduling and maintained calendars for executives to optimize time management.
- Processed incoming correspondence and prioritized communications for timely responses.
- Managed office supplies inventory, ensuring availability while reducing costs through efficient procurement practices.
- Developed and maintained filing systems to improve document retrieval and organizational efficiency.
General Clerk
Verizon
08.1981 - 11.1985
- Assisted with data entry and document management to ensure accurate record-keeping.
- Supported team by organizing files and maintaining office supplies for efficient operations.
- Learned to operate various office equipment, enhancing productivity in daily tasks.
Education
High School Diploma -
Des Moines Technical Highschool
Des Moines, IA06.1977
No Degree - Law
Long Beach City College
Long Beach, CA08.1990
Skills
Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Team development
- Administrative support
- Staff training
- Clerical support
- Filing
- Dispute resolution
- Recordkeeping strengths
Conflict mediation
Timeline
Customer Service Representative
Breeze Airlines
02.2022 - Current
Customer Service Representative
Litigation Practice Group
03.2020 - 06.2021
Supervisor
Verizon Inc
01.2000 - 06.2015
Project Coordinator
Verizon Inc
02.1995 - 03.1998
Administrative Assistant
Verizon Inc
11.1985 - 01.1995
General Clerk
Verizon
08.1981 - 11.1985
High School Diploma -
Des Moines Technical Highschool
No Degree - Law
Long Beach City College
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