Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Additional Information
Timeline
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Christopher Alvey

Christopher Alvey

Sandy,UT

Summary

Dynamic leader with a proven track record at Verizon Wireless, achieving a 25% increase in client satisfaction through innovative customer success strategies. Expertise in Salesforce and cross-functional collaboration enhances team leadership and conflict resolution capabilities. Focus on fostering high morale results in top performance ratings and goal achievement.

Overview

21
21
years of professional experience

Work History

Supervisor, Global Enterprise Advisor

Verizon Wireless
West Valley City, UT
08.2022 - 12.2024
  • Led a high-performing team of 12 Global Enterprise Advisors supporting a $180M+ enterprise customer portfolio.
  • Achieved highest internal performance rating (Leading) for two consecutive years by being a self-starter, driving team efficiency, and executing on cross-functional collaboration. Resulted in being a recognized team player with positive interactions, lowest turnover and top performing team for year-end 2024.
  • Responsible for hiring 8 positions in 30 days which included coordinating interviews with 50 applicants, 8 peers, and 2 leadership as well as communicating with HR and tracking all through the Workday software.
  • Utilized survey data to drive employee accountability and boosted client satisfaction by 25% month-over-month. Ranked 3rd on national team level and recognized as the manager that other associates want to work with due to collaborative 1:1 coaching style as well as thinking out of the box solutions for customer concerns.
  • Directly improved department morale over three months on Gallup Surveys from 3.7 to 4.3 points (out of 5) by organizing monthly culture and engagement events to strengthen team collaboration and inclusion.

Global Enterprise Advisor

Verizon Wireless
West Valley City, UT
03.2019 - 08.2022
  • Managed a portfolio of 15 national enterprise customers valued at $40M in annual revenue in a Customer Success Management type role.
  • Recovered a $25M at-risk customer through consultative renewal strategy and upsold them into a $30M new contract.
  • Delivered QBRs and monthly analytics alongside sales to C-suite customers, covering usage trends, billing, and strategic opportunities. Led to SaaS upsell where I demonstrated BlueJeans and acquired $35k annual contract.
  • Coordinated enterprise projects including one involving 12,000+ new devices and complex rate plan migrations over 45 days. Received Director recognition for annual renewal and seamless delivery.
  • Successfully took over and resolved three different escalated, nationally recognized companies by being a trusted advisor, demonstrating attention to detail, building customer success strategies, and executing on projects with constant/pertinent communication. Sales reps started requested their accounts relocate to me.
  • Collaborated daily with several different groups including sales, contract management, HR, legal, revenue assurance, operations, vendor support, and C-level. I developed a reputation for having high integrity and willingness to work with everyone.

Technical Support & Customer Service Specialist

Verizon Wireless
West Valley City, UT
11.2003 - 03.2019
  • Career progressed from frontline customer service to advanced business technical support, specializing in troubleshooting wireless service and devices, SaaS platforms, and enterprise mobility solutions.
  • Demonstrated superior technical acumen through Tier-2 and Tier-3 troubleshooting of wireless devices, IoT, SaaS, and IP Telephony with 96% ticket resolution rating.
  • Created an area code tool to identify which region our static IPs were based out of. It was adopted by the technical support department and I received an ICE Award (Inventive, Collaborative, Engagement) from the contact center director for reducing company-wide call work by at least 120 seconds on those types of calls.
  • Crucial active listening skills, empathy, and de-escalation techniques to resolve complex customer experience issues. Customer survey scores averaged in the 94th percentile.
  • Presented a 'Polishing or Tarnishing Brands' training to technical support team. Resulted in jump of our One Call Resolution metrics by 6 points department-wide. Also received praise from Director and the concept was adopted and used for future training programs.

Education

Certification Courses - CompTIA A+ & CompTIA Network

Strayer University

AAS Program - Accounting Coursework

Salt Lake Community College

Skills

  • Salesforce
  • Microsoft Excel and Google Sheets
  • Microsoft Office Suite
  • Business Intelligence and Reporting
  • Gallup Survey and NPS
  • Workday and Degreed
  • Workflow Management
  • Google Workspace and Canva
  • Slack and Cisco Jabber
  • Google Slides and PowerPoint
  • SQL and Qlik
  • Customer success strategy
  • Customer retention strategies
  • Cross-functional collaboration
  • SaaS solutions
  • Wireless technologies
  • Product technical support
  • Post-sales lifecycle management
  • KPI reporting and executive reviews
  • Escalation management and conflict resolution
  • Team leadership and hiring strategies
  • Coaching techniques

Affiliations

  • Coaching youth sports teams
  • Enjoy math and puzzle games
  • Neighborhood "Tech Support"

Accomplishments

  • Created an IP Address tool adopted by Verizon Wireless
  • Created a personal branding presentation adopted and used for training at Verizon Wireless

Additional Information

30-60-90 Google Slides link: https://docs.google.com/presentation/d/1F2iTOxy29t2_rNlRSHJe9T4B-L_Oo3glq2BtsDx-Bjk/edit?usp=sharing

Timeline

Supervisor, Global Enterprise Advisor

Verizon Wireless
08.2022 - 12.2024

Global Enterprise Advisor

Verizon Wireless
03.2019 - 08.2022

Technical Support & Customer Service Specialist

Verizon Wireless
11.2003 - 03.2019

Certification Courses - CompTIA A+ & CompTIA Network

Strayer University

AAS Program - Accounting Coursework

Salt Lake Community College

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