Efren Joaquin Gonzalez

Digital Technology Champion II

Verizon

TX Home Working

02.2018 - Current

Exceeded Verizon's expectations regarding researching and troubleshooting complex issues
Maintained personal goal, ensuring solid understanding of OSTs, promotion, and plan detail information
Top-performing sales, using methods and skills often recognized by leadership, to mentor the team by improving their metrics
Listen and respond appropriately in all interactions with customers, use critical thinking skills when making critical decisions
Experienced in providing recommendations and feedback to multiple groups
Empathize and acknowledge the customer to create trust and partnership
Use expert negotiation and critical problem-solving skills to resolve complex and non-routine customer concerns
Apply exceptional knowledge of all VZW operating systems, online tools, and troubleshooting on all calls that require technical assistance
Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension
Take accountability for all customer assignments and full resolution of customer needs
Serve as Verizon brand ambassador and champion for customers' interactions, fully demonstrating all the benefits Verizon offers
Detail-oriented and multitasker
Fully knowledgeable in Microsoft Office Suite, Google Docs/Sheets.
Perform tasks with a high sense of urgency to complete all objectives and delivery goals
Proficient in Verint to manage my schedule, vacation, and meetings. I adhere to my schedule daily to meet efficiencies.
Multitask by managing multiple chats simultaneously (English/Spanish), while using multiple tools to manage the best solution, while exceeding metrics.