Summary
Overview
Work History
Education
Skills
Career Interests
Languages
Mobility
Timeline
Generic

Iretha Graham

Gibsonton,FL

Summary

Organized, dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure a position. Ready to help teams achieve company goals. Detail-oriented team player. Disciplined to work well with others or alone. Ability to handle projects simultaneously with a high degree of accuracy.

Overview

24
24
years of professional experience

Work History

Coordinator/Tech Expert

Verizon
11.2012 - 08.2023
  • Provide exceptional customer service and technical support for internal and external voice and data product customers
  • Troubleshoot hardware and software issues and identify network/applications issues
  • Provide detailed information on how to set up/configure data and voice products
  • Verify provisioning and diagnose device or Network issues
  • Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration
  • Use various administrative department tools and online resources for customer resolution
  • Use trouble ticket system for tracking customer interactions and problem resolution
  • Evaluate customers concerns and resolve problems to customer satisfaction
  • Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function
  • Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
  • Enhanced system performance by diagnosing and resolving hardware and software issues.
  • Streamlined troubleshooting processes for increased efficiency and reduced downtime.
  • Collaborated with cross-functional teams to implement new technology solutions, improving overall support capabilities.
  • Reduced response time for support requests by prioritizing tasks and managing workload effectively.
  • Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
  • Contributed significantly to overall company growth by consistently exceeding performance targets in key metrics such as response times, issue resolution rates, and customer satisfaction scores.
  • Researched and identified solutions to technical problems.
  • Tested new software and hardware prior to deployment.

Coord-Customer Service

Verizon Wireless
08.2008 - 11.2012
  • Reduced wait times for callers by effectively managing high call volumes and promptly handling inquiries.
  • Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
  • Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
  • Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
  • Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
  • Established rapport with customers during interactions, resulting in positive feedback and increased likelihood of referrals.
  • Provided support during peak business periods such as holidays or promotional events, demonstrating adaptability under pressure.
  • Efficiently navigated multiple systems simultaneously while assisting customers, ensuring accurate information was provided without delay.
  • Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Supported customers with invoices, statements and other basic questions.
  • Built strong relationships with customers to increase retention and loyalty.

Sr Rep-Customer Service

Verizon Wireless
09.1999 - 08.2008
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
  • Developed successful rapport with clients through effective communication, resulting in long-term relationships.

Education

High School Diploma -

Armwood Senior High School
Seffner, FL
06.1991

Skills

  • Customer Service
  • Call Center Experience
  • Money Handling
  • Data Entry
  • MS Office
  • Organizational Skills
  • Effective Communication
  • Critical Thinking

Career Interests

Human Resources, Fraud Prevention, Counseling and Event Planning

Languages

English

Mobility

It depends, Location and timing would be huge factors.

Timeline

Coordinator/Tech Expert

Verizon
11.2012 - 08.2023

Coord-Customer Service

Verizon Wireless
08.2008 - 11.2012

Sr Rep-Customer Service

Verizon Wireless
09.1999 - 08.2008

High School Diploma -

Armwood Senior High School

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Iretha Graham