Dwayne McLean
Hamden,CT
Summary
Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Bringing extensive call center experience in inbound. Strength in training and development, client relations and problem solving.
Overview
10
10
years of professional experience
Work History
Senior Account Manager
Verizon Wireless
03.2022 - Current
- Developing and qualifying leads within respective territory to drive additional sales opportunities through cold-calling, partner-selling, lead-generation campaigns and modern social selling techniques. Gaining new business and incremental revenue to meet sales targets. Retaining, managing and growing existing customer base. Education and exciting customers while leveraging innovative business solutions. Building relationships with key decision makers. Presenting and creating multi product solution opportunities. Understanding and selling groundbreaking integrated software solutions including; Cloud, Security, ISP, VoIP, and Google platforms. Tracking and reporting progress through sales force automation tools.
- Provided extensive support in sales, technical and business areas to key accounts
- Worked with customers to develop strategic business and account plans
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration
Customer Service Manager
Verizon Wireless
08.2020 - 03.2022
- Promoted available products and services to customers during service, account management and order calls.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Educated customers about products, service options and processed purchases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted customers with completing transfer of service requests.
- De-escalating customers while providing excellent quality service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Took ownership of customer issues and followed problems through to resolution
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Solutions Manager
Verizon Wireless
Old Saybrook, CT
02.2019 - 07.2020
- Trained and guided team members to maintain high productivity and performance metrics.
- Supervised employees by monitoring activities, coaching and offering support.
- Raised performance in areas of sales by identifying and targeting areas in need of improvement.
- Coached team on effective upselling and cross-selling methods.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer products.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Attained expert level of product knowledge, becoming go-to person for sales
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Aligned multi-teams efforts behind unified solution promotion strategies, creating overarching strategies for customer guidance and communication
- Maintained deep technical background knowledge in [Product or Service] parameters in order to facilitate authoritative communications with customers and internal stakeholders.
- Investigated product fault trends, analyzing negative feedback and returned product reports for evidence of problematic development and production practices
- Collaborated with product engineering teams to implement requested features and address weaknesses in [Software]
- Helped customers choose solutions suited to specific business needs by offering insight into available product or service options
- Oversaw development and implementation of improvements to support and network operations
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
- Communicated regularly with customers concerning data exchange and technology integration
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs
- Supported implementation of warehouse management system software applications to enable centralized management of tasks
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and a fast-paced environment
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Paid attention to detail while completing assignments
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Identified issues, analyzed information and provided solutions to problems
- Developed and maintained courteous and effective working relationships
Solution Specialist
Verizon Wireless
Middletown, CT
10.2017 - 02.2019
- Commended for building strong rapport with clients by understanding their needs and clearly explaining products
- Utilized professional sales techniques to persuasively communicate with clients
- Communicated with customers to understand needs and recommend appropriate solutions
- Provided elevated customer experience to generate loyal clientèle
- Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge
- Answered customer questions regarding merchandise and pricing
- Built long-term customer relationships and advised customers on purchases and promotions
- Communicated all store initiatives and promotions to customers to generate return business
- Priced merchandise, stocked shelves and took inventory of supplies to enter into store system
- Key Holder
- Responsible for team selling and coaching of representatives
Customer Relations Manager
Verizon Wireless
Wallingford , CT
03.2016 - 03.2017
- Cross-trained and backed up other customer service managers
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Strong leader of customer support staff
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Maintained up-to-date knowledge of product and service changes
- Defused volatile customer situations calmly and courteously
- Acted professionally and patiently when addressing negative customer feedback
- Investigated and resolved customer inquiries and complaints in an empathetic manner
Technical Support Expert
Verizon Wireless
Wallingford, CT
10.2014 - 03.2016
- Managed call flow and responded to technical support needs of customers
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Identified and solved technical issues with a variety of diagnostic tools
- Resolved customer issues in a clear, courteous and straightforward manner
- Demonstrated professionalism and courtesy with customers at all times
- Resolved problems with malfunctioning products
- Followed up with clients to ensure optimal customer satisfaction
- Conducted research to address customer concerns
Customer Service Representative
Verizon Wireless
Wallingford, CT
03.2014 - 10.2014
- Shared best practices for sales and customer service with other team members to help improve call center efficiency
- Met or exceeded service and quality standards every review period
- Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing new product information
- Provided an elevated customer experience to generate a loyal clientèle
Education
Bachelor of Arts - Dual Degree in Sociology and Psychology
Charter Oak State College
New Britain2007
Skills
- Theft prevention training
- Superior customer service
- Conflict resolution techniques
- Stationary surveillance and Electronic surveillance
- Skilled trainer
- Excellent time management skills
- Exceptional telephone etiquette
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Strong client relations
- Training development aptitude
- Effective problem solver
- Negotiation expert
- Adherence to high customer service standards
Timeline
Senior Account Manager
Verizon Wireless
03.2022 - Current
Customer Service Manager
Verizon Wireless
08.2020 - 03.2022
Solutions Manager
Verizon Wireless
02.2019 - 07.2020
Solution Specialist
Verizon Wireless
10.2017 - 02.2019
Customer Relations Manager
Verizon Wireless
03.2016 - 03.2017
Technical Support Expert
Verizon Wireless
10.2014 - 03.2016
Customer Service Representative
Verizon Wireless
03.2014 - 10.2014
Bachelor of Arts - Dual Degree in Sociology and Psychology
Charter Oak State College