Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jennifer Richmond

Elgin,SC

Summary

To utilize my experience in a business setting and obtain a position using my leadership skills.

Overview

19
19
years of professional experience

Work History

District Trainer

Direct Auto
08.2020 - Current
  • Facilitate New Hire Training to introduce new sales employees to business policies and procedures at Direct
  • Learning Products to include Sales Force applications, Underwriting Rules, DOI regulations, and various company policies
  • Schedule and facilitate training to support ongoing education for all sales employees, strengthening product knowledge, introducing new products, and supporting sales and customer service skills.
  • Facilitate the learning process via workshops, virtual sessions, on-the-job training, conference calls, one-on-one coaching, and written communications to ensure agents' competence.
  • Course Development, delivery, learner assessment, administration, and collaboration with other professionals.

Lead Trainer

Verizon Wireless
05.2010 - 08.2020
  • Collaborating with the company's leadership team, implementing strategic plans for the company's development, and managing relationships.
  • Coaching, counseling, and disciplining employees; enforcing company policies; creating department goals; Communicating progress, needs, and updates to higher levels.
  • Coaching and Development
  • Time management skills to prioritize goals and objectives
  • Takes corrective disciplinary action when required
  • Call monitoring and coaching to help measure and improve the level of customer service and performance
  • Effectively train employees with systems and processes.

Technical Support

Verizon Wireless
02.2005 - 04.2010
  • Assisted with technical concerns such as activating devices and network issues
  • Worked closely with NRB to submit trouble tickets for areas that may have problems with calls and messaging, internet issues, and outages.
  • Provided technical support to 30 clients daily.

BSC Coordinator

Verizon Wireless
04.2005 - 01.2010
  • Selected for Midwest Mobility
  • This role was geared for coordinators who are geared for leadership, focusing on coaching skills and conducting performance counseling
  • Also, I was a subject matter expert for new hires, which included coaching and development to representatives and facilitated training and rollouts of new processes for the Business Support teams.
  • Selected for a support team for National Strategic Accounts (NSA)
  • Assisted with adding ECPD profiles and discounts
  • Worked closely with NAM (National Account Managers), MAMS (Major Account Managers), and BAE ( Business Account Managers) with questions on profiles and discounts
  • Worked with WFM to pull orders such as AOL from consumers to corporate or national accounts.
  • Assisted with Corporate or National accounts with changes, such as device changes and account maintenance
  • Educated end users or SPOC with questions on multiple billing on lines 5-1000 or more.

Senior Care Representative (CMO) Continuity Marketing

Verizon Wireless
03.2004
  • Worked with DNIS to identify customers' promotional offers
  • Welcome customers with new services and overview of new services
  • Subject matter expert to assist teammates in current promotions
  • Team leader to advised representatives of new rollouts of devices and accessories

Care Representative

Verizon Wireless
05.2001
  • Providing excellent customer service as well as educating customers about products and services
  • Assisted with billing conversion Omni to I2k
  • Local Number portability disaster team assisted with fall out for numbers that would not transfer to the I2k billing system.
  • Subject matter expert assisting teammates with questions and customer account options.

Education

Property Casualty License (Personal Lines) -

Department of Insurance
South Carolina
10.2022

Bachelor Degree Elementary Ed. - Education

Claflin College
Orangeburg, SC
05.1998

Business Leadership Management -

Strayer University
South Carolina

Skills

  • Coaching and Development
  • Technical support provision
  • Leadership Development

Accomplishments

Midwest Mobility

Lead support National Strategic Accounts

COE

Timeline

District Trainer

Direct Auto
08.2020 - Current

Lead Trainer

Verizon Wireless
05.2010 - 08.2020

BSC Coordinator

Verizon Wireless
04.2005 - 01.2010

Technical Support

Verizon Wireless
02.2005 - 04.2010

Senior Care Representative (CMO) Continuity Marketing

Verizon Wireless
03.2004

Care Representative

Verizon Wireless
05.2001

Property Casualty License (Personal Lines) -

Department of Insurance

Bachelor Degree Elementary Ed. - Education

Claflin College

Business Leadership Management -

Strayer University

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Jennifer Richmond