Open To Work
Frederica Ford
Plant City,FL
Summary
Dedicated professional with a passion for delivering exceptional support and a proven track record in addressing inquiries, resolving issues, and ensuring customer satisfaction. Recognized for strong communication skills and effective problem-solving abilities, consistently committed to fostering positive relationships and driving service excellence. A proactive approach to challenges cultivates a collaborative environment that enhances team performance and boosts customer loyalty. Enthusiastic about leveraging expertise to contribute to organizational success while elevating the overall customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
NEE Coordinator
- Provided support to my team.
- Conducted peer-to-peer coaching.
- Provide solutions to peers via the right touch.
- Managed team of 25 or less.
- Coached and developed coaches and new reps.
- Value Ambassador drove revenue results for the team and other teams.
- Conducted weekly coaching sessions with an emphasis on performance improvement.
- Partnered with representatives to create performance improvement plans.
- Facilitated team meetings to keep representatives informed about policy and process updates.
- Monitored customer interactions for action items and customer experience.
- Reviewed After Call Surveys to ensure customer concerns were addressed and coaching provided to representatives.
- Resolved escalated customer concerns.
- Assisted representatives with process and policy questions.
- Created and managed supervisor team incentives to improve key performance metrics.
Senior Specialist I
JP Morgan Chase
Customer Advocate
Verizon Wireless
02.2015
- Demonstrated confident ability to educate customers and provide a full suite of solutions using full knowledge of the technology suite.
- Demonstrated ownership and fully handled Tier 1 Troubleshooting.
- Educated the customer by reviewing account information during customer calls to identify and address customers' primary and underlying needs and suggest non-routine and/ or added solutions, which will avoid repeat calls.
Coord- Tech
Verizon
04.2022 - 07.2025
- Take ownership and respond to cases in the CRM tool submitted via email, application, or voicemail.
- Handle inbound customer calls and create cases, make outbound calls as needed.
- Respond promptly to correspondence from customers.
- Facilitate collaborative case work with other departments (e.g., Sales, Operations, Product Team, Hardware, SVT.)
- Continued training, development, and certifications.
- Participate in Knowledge-based content and playbook edits.
Specialist Retail
Verizon Wireless
06.2021 - 04.2022
- Provided customers with products and solutions that help to simplify and organize their lives.
- Created personal connections to make tech look simple.
- Generated sales by using your passion for cutting-edge technology.
- Helped customers enjoy the best things about their new products so they can begin using and enjoying them immediately.
- Excelled in a team-based compensation environment.
- Assisted with store opening and closing duties.
Advocate-CORE/LNP-HBA
Verizon Wireless
08.2020 - 06.2021
- Assisted internal and external customers with port fallout.
- Addressed questions regarding technical port issues.
- Assisted Trading Partners with technical port issues.
Verizon Wireless
01.2019 - 08.2020
CRT Advocate
Verizon Wireless
04.2016 - 09.2016
- Received an overflow of escalated calls to further assist a customer with a resolution.
- Become a subject matter expert in de-escalating calls.
- Provided floor support in the absence of management.
- Assisted with tool utilization, process, and policy questions.
- Took escalations live.
- Conducted peer-to-peer coaching.
Customer Specialist
Verizon Wireless
07.2014 - 02.2015
- Made an effort to fully resolve customer issues on all calls.
- Communicated effectively to respond to and resolve customer concerns.
- Demonstrated solid understanding of VZW products and systems.
- Demonstrated knowledge and used troubleshooting guides on Tier 1 calls.
Education
Associate Business Administration - Business Administration
Strayer University
South Carolina, USNursing
Greenville Technical College
South Carolina, USBachelor of Arts - Management
Keiser University
Tampa, FL06-2027
Skills
- Effective communication
- Collaborative teamwork
- Client support
- Sales expertise
- Team coaching
- Analytical problem-solving
- Building relationships
- Mortgage processing
- Quality assurance
Affiliations
- Strayer University Chapter of The National Society of Collegiate Scholars
- SCLA-The Society for Collegiate Leadership & Achievement
- Alpha Sigma Lambda 2024
Certification
- Teletech
- CSR /MSR United Health Care Consultant
- CSR /MSR USAA Bank
- Notary- Own Business
- LSA- 5yrs
- Loan Signing agent
- POA
- Trusts
- I9
- Permits
- FMLA/Disability Knowledge- New York Life GBS
- 2-15 License
- Tax experience- TurboTax
- Security Experience- NFL
- Retail/convenient store experience as assistant manager- QuickTrip
Trainings Taken
- Agile Mindset
- Verizon ScrumMaster
- Lean Thinking
- Agile Product Owner
- Greenbelt Training
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkSalary Range
$50000/yr - $200000/yrTimeline
Coord- Tech
Verizon
04.2022 - 07.2025
Specialist Retail
Verizon Wireless
06.2021 - 04.2022
Advocate-CORE/LNP-HBA
Verizon Wireless
08.2020 - 06.2021
Verizon Wireless
01.2019 - 08.2020
CRT Advocate
Verizon Wireless
04.2016 - 09.2016
Customer Advocate
Verizon Wireless
02.2015
Customer Specialist
Verizon Wireless
07.2014 - 02.2015
NEE Coordinator
Senior Specialist I
JP Morgan Chase
Nursing
Greenville Technical College
Associate Business Administration - Business Administration
Strayer University
Bachelor of Arts - Management
Keiser University