Summary
Overview
Work History
Education
Skills
Professional Memberships And Activities
Timeline
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Belinda PRIESTER

Columbia,SC

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs.

Overview

19
19
years of professional experience

Work History

Analyst-Workforce Planning & Analysis

Verizon Wireless
03.2019 - 08.2023
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Developed new analytical models that assisted with improved forecasting accuracy and reduced risk exposure.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Validated results and performed quality assurance to assess accuracy of data.

Customer Service Supervisor

Verizon Wireless
05.2017 - 03.2019
  • Superior customer service is my promise to both my internal and external customers alike
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.

Cord-Tech Support I

Verizon Wireless
10.2007 - 05.2017
  • Enhanced user experience by addressing and resolving technical issues promptly.
  • Streamlined communication between team members, fostering a collaborative environment for project success.
  • Organized and facilitated workshops to teach peers about trending technologies and industry best practices.
  • Improved team productivity by implementing effective time management strategies during projects.
  • Mentored new Teen Tech Members, providing guidance on program goals and expectations.
  • Managed multiple tasks simultaneously while maintaining high levels of accuracy and efficiency.
  • Facilitated brainstorming sessions for creative problem-solving, leading to successful project outcomes.
  • Collaborated cross-functionally with diverse teams to achieve shared objectives in a timely manner.
  • Participated in ongoing professional development opportunities to expand technical knowledge base.
  • Spearheaded initiatives designed to improve workflow processes within the organization.
  • Actively contributed ideas during strategy sessions that resulted in increased member performance and engagement.
  • Streamlined troubleshooting processes for increased efficiency and reduced downtime.

Customer Relations Technical Expert

Verizon Wireless
12.2004 - 10.2007
  • Receive an overflow of escalated calls to further assist a customer with resolution
  • Fill out the national Call Tracker tool as outlined in the CRT internal process
  • Become a subject matter expert in de-escalating customers
  • Provide floor support in the absence of management
  • Assist with tool utilization, process and policy questions
  • Take escalations live
  • Peer to peer coaching
  • Complete and participate in job enrichment activities
  • Growing my career, creating out of the box solutions and gaining leadership experience are my primary reasons for joining CRT
  • It has been one of the most best career moves I have made up to this point
  • My goal is to help and this position helps me fulfill it.

Education

MBA - Computer Resources And Information Management

Webster University
Columbia, SC
05.2005

Master of Arts - Human Resources Management

Webster University
Columbia, SC
05.2005

Bachelor of Science - Computer Science

Voorhees College
Denmark, SC
05.2002

Skills

  • Issue Identification
  • Root Cause Analysis
  • Regulatory Compliance
  • Information Gathering
  • Workflow Analysis
  • Trend Forecasting
  • Organization and Time Management

Professional Memberships And Activities

Alpha Kappa Alpha - 2005

Timeline

Analyst-Workforce Planning & Analysis

Verizon Wireless
03.2019 - 08.2023

Customer Service Supervisor

Verizon Wireless
05.2017 - 03.2019

Cord-Tech Support I

Verizon Wireless
10.2007 - 05.2017

Customer Relations Technical Expert

Verizon Wireless
12.2004 - 10.2007

MBA - Computer Resources And Information Management

Webster University

Master of Arts - Human Resources Management

Webster University

Bachelor of Science - Computer Science

Voorhees College

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Belinda PRIESTER