Ebony Randall
Tampa,FL
Summary
Customer service professional with extensive experience. Recognized for surpassing performance targets, and enhancing customer satisfaction. I excel in de-escalation techniques and fostering strong customer relationships, driving retention and loyalty through effective communication and problem solving while increasing the company's revenue. Collaborative team player who prioritizes achieving results and adapting to changes within the business.
Overview
16
16
years of professional experience
Work History
Customer Service Professional
Verizon wireless
Tampa, Fl
09.2015 - 08.2023
- Resolved customer inquiries efficiently, enhancing loyalty among dissatisfied customers and managing promotions.
- Managed high-volume call queues, ensuring adherence to service level agreements.
- Facilitated customer retention through timely follow-ups and satisfactory issue resolutions.
- Analyzed customer feedback to pinpoint service improvement opportunities.
- Developed rapport with customers using active listening and empathetic communication, boosting satisfaction.
- Enhanced sales abilities and product knowledge continuously to meet quotas effectively.
- Surpassed performance metrics by setting personal objectives and engaging in coaching sessions.
- Recognized for exceeding performance targets and upholding strong customer-centered values.
Customer Service Support Team (Project)
Verizon Wireless
Tampa, FL
01.2022 - 01.2023
- Provided offline support for customers impacted by transactions.
- Processed all promotional fallout requests.
- Respond to and/or resolve customer written correspondence that ranges from simple to complex.
- Solid analytical, problem-solving, time management, multitasking, and organizational skills.
- Collaborate through chat with internal and vendor partners to ensure gaps and trends are considered and addressed, to create unified processes, policies, and experiences for the customer.
- Proven ability to learn quickly and adapt to changes.
- Work well in a team setting, providing support and guidance.
- Ability to meet deadlines, with a strong customer focus.
Chat support /Social Media (Project)
Verizon Wireless
Tampa, FL
04.2020 - 04.2021
- Work effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Ability to multitask multiple accounts at a time.
- Tier 1 troubleshooting to resolve network and equipment-related issues.
- Assisted customers in a timely and professional manner.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Manager Support Team ( Project)
Verizon Wireless
Tampa, FL
06.2017 - 06.2018
- Provided direct support and guidance to representatives.
- Provided information to management on escalation trends.
- Assist with escalated situations from representatives, which may involve speaking with the customer directly to resolve their issue at a higher level.
- Led cross-functional teams to enhance operational efficiency and drive project success.
Senior Customer Service Representative
Verizon Wireless
Tampa, FL
01.2012 - 08.2015
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Completed Tier 1 technical support through troubleshooting software, hardware, and device application issues.
- Trained new team members on customer service protocols and best practices.
- Resolved customer service issues using company processes and policies, with first call resolution.
- Established and maintained positive relationships with customers to enhance satisfaction levels.
- Led initiatives aimed at increasing operational efficiency and reducing service turnaround time.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Processed and executed customer orders for new and established customers.
Transition Assistant (Project)
Alltel/ Verizon Wireless
Tampa, Fl
01.2011 - 01.2013
- Coordinated transition processes for new employees, ensuring smooth onboarding, and integration.
- Developed training materials to enhance understanding of organizational policies and procedures.
- Provided ongoing mentoring for newly hired transition assistants within the organization, helping to ensure consistent quality of service delivery.
- Managed documentation related to employee transitions, maintaining accuracy and compliance with company policies.
Customer Advocate
Alltel/ Verizon Wireless
Tampa, FL
09.2008 - 12.2011
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Up-sale customers on product features, services, and promotions through education to enhance customer satisfaction.
- Assisted with maintaining and increasing the customer base through upgrades and new lines of services.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Analyzed customer feedback to identify trends, and recommend actionable improvements.
- Handled difficult customer situations with grace and professionalism by consistently meeting first-call resolution metrics.
- Documented customer concerns and inquiry resolutions in internal computer systems.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
Customer Service Representative
Alltel/ Verizon Wireless
Tampa, Fl
08.2007 - 08.2008
- Provided exceptional support to customers through phone, resolving billing inquiries and issues efficiently.
- Assisted in processing customer transactions, ensuring accuracy, and compliance with company policy.
- Adapt quickly to new systems, enhancing personal proficiency in service tools and technologies.
- Collaborated with team members to maintain a positive work environment and improve service delivery.
Education
High School Diploma -
C. Leon King High School
Tampa, FLSome College (No Degree) - Business Administration And Management
Hillsborough Community College
Tampa, FLSkills
- Customer relationship management
- Tier 1 troubleshooting
- Call center operations
- Service level adherence
- Product promotion
- Customer retention strategies
- Performance metrics analysis
- Type 60 words per minute
- De-escalation techniques
- Systems: Vision, EROES, ACSS, NETACE, Witness, IEX, STARS, POS
- Quality assurance
- MS applications: Word, Excel, PowerPoint
- Google Docs
- Data entry
Accomplishments
Top performer Award 2018,2019 and 2020
Timeline
Customer Service Support Team (Project)
Verizon Wireless
01.2022 - 01.2023
Chat support /Social Media (Project)
Verizon Wireless
04.2020 - 04.2021
Manager Support Team ( Project)
Verizon Wireless
06.2017 - 06.2018
Customer Service Professional
Verizon wireless
09.2015 - 08.2023
Senior Customer Service Representative
Verizon Wireless
01.2012 - 08.2015
Transition Assistant (Project)
Alltel/ Verizon Wireless
01.2011 - 01.2013
Customer Advocate
Alltel/ Verizon Wireless
09.2008 - 12.2011
Customer Service Representative
Alltel/ Verizon Wireless
08.2007 - 08.2008
High School Diploma -
C. Leon King High School
Some College (No Degree) - Business Administration And Management
Hillsborough Community College