Summary
Overview
Work History
Education
Skills
Published Author as of August, 2020
Languages
Timeline
SalesAssociate

Dainah Malave

Bartlett,IL

Summary

I am a hardworking and passionate job seeker with strong organizational skills eager to secure this Sr Analyst-ERT CS Customer Service position. I am ready to help this team achieve goals and ensure minimal to no monetary loss to the company.

Given the opportunity, you will find that I'm dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. I'm articulate and a strong communicator and multitasker with an organized approach and strong customer service skills. I'm also a published author and wrote an autobiography which can serve useful and utilize my story telling skills when it applies to the customer journey.

Any leader I've had can vouch for my history of meeting company goals utilizing consistent and organized practices. I'm skilled in working under pressure and adapting to new situations and challenges to best enhance the Verizon brand.

Overview

8
8
years of professional experience

Work History

SPC Ramp Support

Verizon Wireless
Rolling Meadows, IL
04.2022 - Current
  • Supported and maintained user account information.
  • Directly supported our in-house team by taking my own escalations and collaborating on enrichment projects
  • Assisted SPC clients daily by conducting BRING IT sessions, innovating communication procedures, and Slack support
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Provided remote technical support to users.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Increased call efficiency by collaborating on The Cortex project and performing daily cross checks on calls
  • Troubleshot various technical issues dealing with AYS tickets, NRB tickets and TRG

Messaging Tech Expert

Verizon Wireless
Rolling Meadows, IL
08.2015 - 04.2022
  • Created innovative solutions to meet changing market demands
  • Solved Technical and Billing problems using education and experience in both ACSS and our TRG guide.
  • Implemented process improvements to smooth development cycle and increase collaboration.
  • Designed robust improvements to the messaging department by applying technical knowledge and incorporating changes from senior staff.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.

Supervisor

Verizon Wireless
Rolling Meadows, IL
05.2017 - 07.2018
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Set overall vision and provided team leadership.
  • Mentored newly hired employees
  • Identified individual employee's unique work styles and adapted management methods.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Provided supportive link between external customers and internal operations.
  • Successfully managed high volumes of client-facing interactions

New Hire Transition Support Coach

Verizon Wireless
Rolling Meadows, IL
01.2015 - 04.2015
  • Trained and mentored roughly 32 new personnel hired to fulfill voice customer service roles.
  • Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
  • Monitored day-to-day activities of voice calls, noting areas needing improvement and implementing plans for rectification.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in all but two graduates of the new hire class.
  • Identified workers with specific skill sets to recommend for projects and potential leadership

Education

Bachelor of Science - Business Administration And Management

Strayer University
Washington, DC
09.2023

Skills

  • Development Documentation
  • Customer Satisfaction
  • Organizational Skills
  • Troubleshooting Network Issues
  • Collaborative Team Player
  • Account Administration
  • Operational Support
  • Critical Thinking
  • Team Support
  • Creative Issue Resolution

Published Author as of August, 2020

Published an Autobiography which can attest to my strong Reading, Writing and communication skills

Languages

Spanish
Native or Bilingual

Timeline

SPC Ramp Support

Verizon Wireless
04.2022 - Current

Supervisor

Verizon Wireless
05.2017 - 07.2018

Messaging Tech Expert

Verizon Wireless
08.2015 - 04.2022

New Hire Transition Support Coach

Verizon Wireless
01.2015 - 04.2015

Bachelor of Science - Business Administration And Management

Strayer University

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Dainah Malave