Encouraging Coach and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost and achieve organizational objectives. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Betty Miranda-Warren
Greer,SC
Summary
Overview
4
years of professional experience
Work History
Verizon
SPC Launch Support Team - Traveling Support Coach
10.2022 - Current
Job overview
- Assisted with onboarding vendor partner leaders and agents both onsite and virtually
- Assessed Partner performance and implement action plans based on needs of the site
- Observed and lead huddles, training and the new hire experience for execution and content alignment
- Partnered with onsite IT, Trainers and Operations with troubleshooting new hire system issues
- Validated learner completions/ learning intent
- Conducted daily operational meetings to assess results and performance
- Provided Agent coaching and call observations and direction on goals /responsibilities of the vendor program to drive performance
- Collaborated with peers and internal partners in facilitating pre/de-briefs
- Coordinate with Ramp Team on learner progress and delivered content
- Delivered and Demonstrated the ETE/ Brand Model when working with escalations, Frontline chat support advocate to provide solutions around activations, promotions, billing and or troubleshooting issues in hardware, software, applications, networks or devices to internal/external customers
- Provided support in identifying and using key metrics to measure the success of a project
- Supported and accelerated the execution of strategic initiatives, working alongside business unit partners to ensure effective implementation, governance, and communication
- Collaborate with internal partners and business leaders on cross-functional customer experience initiatives
- Remained solutions-oriented in face of complex problems to assist management and overall business direction
- Completed daily expense reports for management review
- Volunteered to help with special projects of varying degrees of complexity
- Developed and implemented strategies to drive call center culture
- Followed detailed directions from management to complete daily observation feedback data entries
- Increased customer service success rates by quickly resolving issues
- Served as an liaison for our SPC Onsite Partner, Peers and leadership teams by demonstrating the ability to build and maintain cohesive partnerships with both internal and external customers
Verizon
SPC Ramp Coordinator
04.2022 - 10.2022
Job overview
- Assisted with frontline chat support to provide solutions around activations, promotions, billing and or troubleshooting issues in hardware, software, applications, networks or devices to internal/external customers
- Crafted individual feedback style after careful evaluation of each learners skill level and learning style
- Provided backup to escalation team or partner/ peer support to step in to assist with various tasks whenever there was a shortage
- Monitored production areas so that questions could be promptly addressed
- Collected and analyzed data from various departments to prepare reports and presentations for Partners/ Leadership
- Gathered and organized materials to support operations
- Participated in best practice workshops and in-service meetings to enhance personal growth and professional development
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Collected and entered data on high call drivers and customers surveys.
- Utilized proactive communication abilities to help prevent or resolve escalations.
- Prepared agendas and took notes at meetings.
- Coached employees through day-to-day work and complex problems.
- Developed and trained NEE/Peers, established and monitored goals, conducted coaching/feedback sessions
- Implemented best-practice techniques to overcome obstacles and increase confidence and overall customer experience
- Set priorities and problem-solved workflow issues to maintain rapport with customers, peers, partners and managers.
- Provided support in identifying and using key metrics to measure the success of a project.
- Supported and accelerate the execution of strategic initiatives, working alongside business unit partners to ensure effective implementation, governance, and communication
- Collaborated with internal partners and business leaders on cross-functional customer experience initiatives
- Demonstrated ability to train, manage and motivate team members to achieve organizational objectives
- Displayed the ability to build and maintain cohesive partnerships with both internal and external customers
Verizon
Sr. Tech Support
10.2021 - 04.2022
Job overview
- Served as subject matter expert conducting root cause analysis and handling all troubleshooting, and concerns for internal and external customers
- Experienced working directly with customers by investigating and solving complex technical problems and data discrepancies around network services
- Knowledgeable and understanding of wireless industry trends and key business drivers to diagnosis and provide customers with long-term solutions
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to promote better understanding for non-technical users
- Identified potential sales and cross-selling opportunities
- Assisted with updating technical support best practices for use by team
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
Verizon
Customer Support Coordinator
04.2020 - 10.2020
Job overview
- Collaborated and maintained communications with internal representatives on customer-related issues
- Monitored employee and customer interactions to assess quality of service
- Provided technical support to customers, troubleshooting technical issues and providing solutions
- Worked with other departmental staff to answer questions and resolve problems
- Served as subject matter expert conducting root cause analysis and handling all escalation complaints, and concerns for internal and external customers
- Experienced working directly with customers by investigating and solving complex technical problems and data discrepancies around network services
- Demonstrated the ability to self-manage in remote work environment, along with effective management of home networks and connections
Verizon
Customer Service Avocate
10.2018 - 04.2020
Job overview
- Served as subject matter expert providing customers with support for activations, billing and or troubleshooting assistance for their voice, data, applications, network and or device issues
- Incorporated communication, analytical thinking and effective use of system tools and resources to effectively retain and expand customer base and deliver superior customer satisfaction to uphold net promoter score
- Worked in a highly collaborative environment to address customer concerns and provide expedited solutions to ensure a premium customer experience
- Engaging with external customers/peers via chat bot to assist with customer issues using automated responses
- Promoted available products and services to customers during service, account management, and order calls
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by doing side by sides with peers that were struggling in a specific metric
- Trained new hires in systems, policies and services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Displayed excellent verbal, written and interpersonal skills while helping customers understand how to get the most out of our products and services
Skills
- Microsoft systems (Excel, Word) and Google G-Suite
- Ability to self-manage in remote work environment, along with effective management of home networks and connections
- Process Improvement Initiatives
- Call Volume and Quality Metrics
- Training and Development
- Customer Loyalty
- Team-Building Exercises
- Quality Control
- Conflict Resolution Techniques
- Performance Evaluations
- Lean Kaizen
- Team Contribution
- Data Management
- Customer Satisfaction
- Calm and Professional Under Pressure
Timeline
SPC Launch Support Team - Traveling Support Coach
Verizon
10.2022 - Current
SPC Ramp Coordinator
Verizon
04.2022 - 10.2022
Sr. Tech Support
Verizon
10.2021 - 04.2022
Customer Support Coordinator
Verizon
04.2020 - 10.2020
Customer Service Avocate
Verizon
10.2018 - 04.2020
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