Summary
Overview
Work History
Skills
Timeline
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Daniel Cline

Las Vegas,NV

Summary

Dedicated and results-driven customer service professional with over 7+ years of experience. Proven track record of delivering exceptional customer experiences, while effectively resolving complex issues. Strong expertise in managing customer inquiries, troubleshooting technical problems, and providing tailored solutions that improve satisfaction and retention rates.

Overview

8
8
years of professional experience

Work History

DTC III

Verizon Wireless
Las Vegas, NV
09.2023 - Current
  • Provided escalation support for our customers on the messaging platform. Reviewing Conversations and ACSS Remarks to understand the situation.
  • De-escalated customers by relating to the customer and connecting on a personable level.
  • Offered troubleshooting by utilizing, and not limited to, the troubleshooting tab with our systems, such as MTAS, Delphi, TRG, MARS, and Alerts.
  • Provided support to our written correspondence customers via outbound calling, within calling hours.
  • Carefully and thoroughly reviewing written correspondences to find the best solution for the customer and the business with out-of-the-box solutions.
  • Set both written correspondences and escalations up with success by going over self-service options, loyalty offers, and current offers, and reviewing plans to make sure the customer is good to go.

Messaging Coordinator

Verizon Wireless
Pass Christian, MS
09.2020 - 09.2023
  • Used Live Engage to communicate, responding to multiple messaging sessions, to assist multiple customers and reps simultaneously.
  • Provided technical and/or analytical support to peers and customers with limited supervision. Troubleshoot devices, using troubleshooting guides, and provide customized solutions and plans.
  • Proficient in Google Sheets, Google Slides, Google Docs, Google Calendar, Blue Jeans, and Slack.
  • Assist international support for customers traveling the world and calling the world.
  • Assist customer with Promotion Fallouts to aid customers when promotions or rebates are not applied correctly.
  • Provided support with escalated situations that require custom solutions and critical thinking.
  • POC assignments for teams that have supervisors out of the office. Helping with coding, positioning, and peer support.
  • Conducted huddles with teams, outlining the needs of the business and current employee competitions.
  • Using tools such as MVD, MARS, DELPHI, TRG, NRB, and Verint.

Messaging CRT

Verizon Wireless
Semmes, AL
05.2020 - 08.2020
  • Greeted customers on the messaging platform relating to concerns for escalation.
  • Reviewed previous chat so customers did not have to repeat themselves, as well as reviewed remarks on the system for past interactions.
  • De-escalated the customer to ensure they were working with the best part of Verizon Leadership.
  • Provided a one-stop shop to ensure that all the needs of the customer were met and were also set for success in the future, going over self-serve.
  • Balance the workload between multiple messaging conversations, as well as peer Slack support.
  • Daily refreshers on OSTs, promotions, policies, and systems.
  • Utilized all system tools, such as, but not limited to, NRB, AYS, Mars, Order tracker, TRG, My Verizon, OPAL, Verizon Cloud, MTAS, and Bill PDF.

Chat Tech Specialist/Expert

Verizon Wireless
Rolling Meadows, IL
07.2018 - 05.2020
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when handling multiple conversations with different concerns.
  • Greeted customer by being personable, asked open and closed-end questions, reviewed and recapped, as well as closed conversations.
  • Provided advanced troubleshooting, utilizing systems such as AYS, ACSS, and NRB to find solutions for the customer.
  • Provided both tier 1 and tier 2 troubleshooting for device issues.

Customer Service Specialist/Advocate

Verizon Wireless
Rolling Meadows, IL
02.2017 - 07.2018
  • Provided voice support for the customer service channel.
  • Assisted with billing disputes and basic device troubleshooting.
  • Listened to the needs of the customer and suggested the best option for plans and features.

Skills

  • Problem-Solving
  • Excellent Communication
  • Technology Troubleshooting
  • Google Suite Proficiency
  • Teamwork skills
  • Exceptional attention to detail
  • Multi-tasking strength
  • Strength in research
  • Active Listening
  • Analytical and Critical Thinking
  • Flexible and Adaptable
  • Customer Relationship Building

Timeline

DTC III

Verizon Wireless
09.2023 - Current

Messaging Coordinator

Verizon Wireless
09.2020 - 09.2023

Messaging CRT

Verizon Wireless
05.2020 - 08.2020

Chat Tech Specialist/Expert

Verizon Wireless
07.2018 - 05.2020

Customer Service Specialist/Advocate

Verizon Wireless
02.2017 - 07.2018

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Daniel Cline