Gloria Allbright
SYRACUSE,NY
Summary
Adept at fostering skilled teams and ensuring safety compliance, I excelled at Verizon by enhancing network functionality and customer satisfaction. My expertise in IP networking and empathetic customer engagement, coupled with a knack for troubleshooting, significantly improved service delivery and client relations.
Overview
35
35
years of professional experience
Work History
Central Office Technician
Verizon
01.2009 - 11.2014
- Assisted in training junior technicians on proper maintenance techniques, fostering a skilled workforce within the team.
- Ensured compliance with safety regulations during all work activities, maintaining a safe working environment for both staff members and external contractors.
- Observed safety protocols and security requirements.
- Maintained strict adherence to company protocols and industry standards when working with sensitive customer data during equipment servicing.
- Performed necessary software updates on central office systems, optimizing functionality while minimizing potential security risks.
- Provided consistent service by performing routine maintenance and repairs on circuits, cables and equipment.
Call Center Representative
Verizon
04.1980 - 01.2010
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Skills
- Team collaborations
- Cooperative Issue Resolution
- Network Connectivity Assessment
- Troubleshooting Expertise
- Installation of Technical Equipment
- Compliance with Safety Standards
- IP networking
- Diagnostics and troubleshooting
Timeline
Central Office Technician
Verizon
01.2009 - 11.2014
Call Center Representative
Verizon
04.1980 - 01.2010
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