Debbie Pizan
Sherwood,AR
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
28
28
years of professional experience
Work History
Customer Experience Advocate
Verizon Wireless
07.2014 - 08.2023
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Documented customer interactions in internal database to maintain customer service history details.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
Owner
D &G Vending Company
08.1995 - 07.2011
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Evaluated suppliers to maintain cost controls and improve operations.
Education
No Degree - Business
Pulaski Technical College
North Little Rock, AR07.2026
Skills
- Confidentiality Requirements
- Team Goals
- New Hire Orientation
- Loyalty Programs
- Customer Care
Timeline
Customer Experience Advocate
Verizon Wireless
07.2014 - 08.2023
Owner
D &G Vending Company
08.1995 - 07.2011
No Degree - Business
Pulaski Technical College