De'Onca Eady
Tucker,GA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
New Experience Coach
VerizonWireless
05.2022 - 08.2023
- Monitored employee productivity and provided constructive feedback and coaching
- Lead meetings and provided trainings on new materials that complied with companies plans and vision.
- Collaborated with other coaches to create and execute game plans.
- Utilized positive communication to encourage team and promote integrity and respect.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
Customer Advocate
Verizon Wireless
04.2007 - 05.2022
- Strive for efficient resolutions, due to valuing customers time, and hold times
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Thrive within a service-oriented company with being able to communicate effectively with customers from diverse backgrounds.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
Education
Some College (No Degree) - Mass Communications
Daytona Beach Community College
Daytona Beach, FLDiploma -
Mainland Senior High
Daytona Beach, FL06.1997
Skills
- Problem-solving
- Active listening
- PowerPoint presentation
- Game Strategy Development
- Performance Evaluation
- Drill Practice
- Data Evaluation
- Account Updating
- Scheduling
- Data Collection
- Data Entry
- Microsoft Office Suite
Awards
Employee of the month Highest Net promoter scores Recognizing You from customers and colleagues Lowest repeat callers year to date
Projects
Customer Service Coordinator, Handled overflow escalated calls to de-escalate upset customers, Worked in chat room to assist colleagues on a resolution for customers
Timeline
New Experience Coach
VerizonWireless
05.2022 - 08.2023
Customer Advocate
Verizon Wireless
04.2007 - 05.2022
Some College (No Degree) - Mass Communications
Daytona Beach Community College
Diploma -
Mainland Senior High