Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jasmine Johnson

Buford,GA

Summary

Analyst with extensive experience at Verizon, specializing in process improvement and strategic planning. Expertise in data analysis and customer relationship management enhances operational efficiency and accountability. Recognized for critical thinking and effective communication, consistently driving outcomes and optimizing team performance in dynamic environments.

Overview

9
9
years of professional experience

Work History

Analyst

Verizon Connect
Alpharetta, Georgia
04.2022 - Current
  • Streamlined BuSS experience for VBG and VZC sales and operations teams.
  • Eliminated confusion by clarifying line-of-sight throughout processes.
  • Documented and recorded escalations for VBG to enhance accountability.
  • Collaborated daily with sales representatives to align objectives.
  • Worked effectively with cross-functional teams across all organizational levels.
  • Helped develop training materials to support sales reps and leaders.
  • Advocate between VBG escalation and VZC sales.
  • Maintained a database of all escalated cases, ensuring accuracy of data entry and reporting.
  • Managed reports tracking customer escalations, documenting trends.
  • Collaborated with channel managers to gather information to reduce future escalated occurrences.

Global Enterprise Advisor

Verizon Wireless
Alpharetta, Georgia
03.2020 - 04.2022
  • Building and maintaining relationships with business customers and client partners.
  • Familiar with creating Strategic Action Plans.
  • Experience in problem-solving, de-escalation, and critical thinking to handle customer issues, and finding the right solution.
  • Understanding of customer contracts.
  • Experience with facilitation and communication across all levels of the organization, including customer-facing communication.
  • Builds and maintains a strategic relationship with the customer.
  • Awareness and understanding of Salesforce, quarterly business reviews, ACSS, reporting dashboards, B360, ECPD, Verint, My Info, and BuSS systems.
  • Partnered with Sales to identify and execute new opportunities.
  • Customize and implement new plans and features.
  • Experience creating reports from raw data.
  • Knowledge of how to create price plan analysis and present it to customers.
  • Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team—all in a remote environment.

Customer Service Advocate

Verizon Wireless
Alpharetta, Georgia
07.2017 - 03.2020
  • Utilized Verizon systems including ECPD, ACSS, WFM, B360, and Salesforce to enhance account management.
  • Supported small business accounts with plan changes, billing inquiries, and device assistance.
  • Analyzed account data to apply promotional offers and discounts effectively.
  • Implemented strategies to boost workplace morale among agents.
  • Collaborated with leadership to design effective incentive programs for team performance.
  • Assisted customers in applying employee discounts through EWI/ECPD while managing escalations.
  • Conducted weekly management of team credits and promotions within budget constraints.
  • Resolved customer concerns by diagnosing issues and implementing tailored solutions.

Customer Service Specialist

Verizon Wireless
Huntsville, Alabama
01.2017 - 07.2017
  • Resolved billing inquiries to enhance customer satisfaction.
  • Managed and motivated team to achieve service level goals.
  • Provided support for optimal call handling and issue resolution.
  • Conducted advanced troubleshooting for complex device issues.
  • Participated in educational opportunities to maintain up-to-date job knowledge.
  • Took ownership of customer issues to improve overall experience.
  • Utilized Microsoft Office and Google G Suite for documentation and reporting.
  • Coordinated follow-up callbacks to ensure timely resolutions.

Education

MBA - Project Management

Southern New Hampshire University
Hooksett, NH
12-2022

Master of Science - Public Health

Southern New Hampshire University
Hooksett, NH
07-2018

Bachelor of Science - Health Sciences

University of South Dakota
Vermillion, SD
12-2015

Skills

  • Data analysis and interpretation
  • Salesforce proficiency
  • Process improvement strategies
  • Reporting and dashboards
  • Strategic planning and execution
  • Customer relationship management
  • Prioritization of multiple tasks
  • Verbal and written communication
  • Attention to detail
  • Critical thinking skills
  • Project management methodologies
  • Problem-solving techniques
  • Time management practices
  • Performance metrics evaluation
  • Business operations analysis

Accomplishments

  • Best all year in customer service award - 2019
  • Quarter 1 Directors Club - 2017 , 2019
  • Acknowledged for assuming responsibilities during manager's absence.
  • Valued for contribution as a cooperative member in VBG escalations.

Timeline

Analyst

Verizon Connect
04.2022 - Current

Global Enterprise Advisor

Verizon Wireless
03.2020 - 04.2022

Customer Service Advocate

Verizon Wireless
07.2017 - 03.2020

Customer Service Specialist

Verizon Wireless
01.2017 - 07.2017

MBA - Project Management

Southern New Hampshire University

Master of Science - Public Health

Southern New Hampshire University

Bachelor of Science - Health Sciences

University of South Dakota

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