Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jared Shelton

Manchester,TN

Summary

Dynamic Sr Process Analyst with Verizon Wireless, skilled in operations management and stakeholder collaboration. Successfully enhanced project completion success through structured action planning and real-time troubleshooting. Proven ability to deliver exceptional customer service while managing complex porting requests, ensuring timely resolutions and fostering strong vendor relationships.

Overview

19
19
years of professional experience

Work History

Sr Process Analyst

Verizon Wireless
Murfreesboro, TN
11.2022 - Current
  • Achieved business results through exceptional customer support and stakeholder collaboration for bulk porting requests.
  • Managed large port orders via Porting Operations Desk in PACT to ensure efficiency.
  • Supported VZ Sales and management teams in coordinating large deployments of 100+ lines.
  • Delivered managed support services for business customers with specialized solutions and contractual obligations.
  • Provided real-time triage and troubleshooting for large port requests, escalating issues until resolution.
  • Coordinated planned and unplanned deployments for One Talk and Business Port requests starting from seven lines.
  • Monitored all porting activities, ensuring timely resolution by liaising with internal teams, vendors, and clients.
  • Developed structured action plans and recommendations to enhance project completion success.

LNP Tier 2 Managed Accounts Coordinator

Verizon Wireless
06.2007 - 11.2022
  • Responsible for supporting customers directly as well as supporting other channels (e.g. VZW Indirect, Direct, Internet, sales) Supports Consumer Credit, Activations, Account Maintenance, Business Credit, Reviews, Security Deposits, Order Processing Support, WFG, Tier 2 Activation Support, D35 Reconnects, BTA Overrides and Device Payment Eligibility.
  • Researched and troubleshot complex wireless and wire-line porting, sales activations, and business and consumer credit applications from internal and external customers, including working through the activation of ported telephone numbers with our sales channel.
  • Managed situations that required response adaptation or extensive research and follow-up with the customer.
  • Assumed responsibility for escalated calls and problem resolution requiring deviation from standard screens, scripts, and procedures.
  • Managed porting requests from internal and external customers by adhering to the LNP quality sequencing model.
  • Managed calls from sales channels to troubleshoot failed activations caused by various types of defects.
  • Resolving complicated porting errors through tickets and calls; may also provide guidance and on-the-job training to less experienced team members.
  • Frequently served business, government, and high-value customers.
  • Resolved TNC errors; resolving wire-line and wireless ports.
  • Served as a customer subject matter expert in terms of porting and providing outstanding customer service to resolve issues and enhance the customer journey.
  • Applied policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment.

LNP Tier 1 Representative

Verizon Wireless
10.2006 - 11.2007

Education

Bachelor of Liberal Studies - BSBA, Economics and Finance

Middle Tennessee State University
Murfreesboro, TN

High School -

Lincoln County High School
Fayetteville, TN

Skills

  • Microsoft Office proficiency
  • Data entry and typing
  • Organizational skills
  • Oral communication
  • Process improvement
  • Data analysis
  • Operations management
  • Customer service
  • Action planning
  • Vendor management
  • Quality assurance
  • Team coordination
  • Stakeholder collaboration
  • Real-time troubleshooting
  • Technical documentation
  • Conflict resolution
  • Training and mentoring
  • Feedback implementation
  • Compliance monitoring
  • Color correction
  • Business intelligence

Timeline

Sr Process Analyst

Verizon Wireless
11.2022 - Current

LNP Tier 2 Managed Accounts Coordinator

Verizon Wireless
06.2007 - 11.2022

LNP Tier 1 Representative

Verizon Wireless
10.2006 - 11.2007

Bachelor of Liberal Studies - BSBA, Economics and Finance

Middle Tennessee State University

High School -

Lincoln County High School

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