Jenny Collazo
Maricopa,AZ
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
National Customer Experience Senior Analyst
Verizon Wireless
Maricopa , Arizona
03.2019 - 03.2022
- Wrote grammatically sound documents and presentations and crafted messages at right level.
- Triaged and resolved support requests via phone, email, live chat and remote web access.
- Provided proactive and highly responsive communications.
- Served as support resource to team members in key meetings.
- Introduced and trained Representatives, Supervisors and Senior Managers in the Messaging space to the new Service Flow.
- Maintained relationships with all of the Specialty teams. Monthly calibrations with leadership to talk through coaching best practices.
- Evaluated current processes to develop improvement plans.
- Managed projects by using Jira.
- Created updated Service Flow for all work groups.
- Created roll out and training plan for updated Service Flows.
- Worked with Training & Delivery to create coaching content.
- Maintained Customer Experience website to ensure content is available for all stakeholders.
Senior Analyst Customer Experience
Verizon Wireless
Maricopa, AZ
06.2017 - 03.2019
- Investigated and addressed system issues to enhance usability and improve functionality.
- Delivered in-depth Verint training, imparting knowledge of best practices for protecting data and minimizing errors.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Managed customer relations by developing effective communications process.
- Maintained a working relationship with 4 Senior Managers and their Supervisors to teach different coaching techniques and deliver high results.
- Provided project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Analyzed program data to provide input for key decision making and strategic planning.
Senior Manager Customer Service
Verizon Wireless
Maricopa, Arizona
10.2016 - 06.2017
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Updated account information in each customer's record to keep data accurate.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Maintained high results by coaching and developing Supervisors.
- Conducted multiple focus groups to gather feedback on culture, coaching techniques. Provided feedback and coaching recommendations to Supervisors.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Directed team of 8 supervisors and 120 representatives to enhance across-the-board customer support and better meet company service demands.
Operations Supervisor
Verizon Wireless
Chandler , Arizona
05.2014 - 10.2016
- Managed and improved the Return to Work procss for employees that leave the business for a prolonged timeframe.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Assisted in recruiting, hiring and training of team members.
Lead Supervisor
Verizon Wireless
Chandler , Arizona
09.2013 - 05.2014
- Educated workers about proper safety procedures to prevent accidents and injuries.
- Trained new Supervisors to help them learn how to coach and motivate their employees
- Coordinated supervisory assignments to maintain strong front-line leadership.
- Learned every team members' role to offer skilled backup during shortages and high-volume periods.
- Deployed corrective actions quickly to maintain strong quality standards and protect consumers.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Worked closely with Senior Managers to create coaching plans for Supervisors to drive and deliver top results.
Tech Support Supervisor
Verizon Wireless
Chandler, Arizona
07.2011 - 09.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Customer Service Supervisor
Verizon Wireless
Chandler, Arizona
05.2009 - 07.2011
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Customer Service Representative
Verizon Wireless
Chandler, AZ
04.2008 - 05.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
Education
No Degree - Business
Strayer University
Washington, DCHigh School Diploma -
Arizona Career Academy
Tempe, Arizona 05.1998
Skills
- User Interface
- Customer Inquiries
- Building Morale
- Special Requests
- Data Analysis
- Microsoft Excel
- Corrective Action Plans
- Knowledge Base
- Customer Satisfaction
- Professional Development
- Team Goals
- Process Improvement Initiatives
- Customer Experience Improvement
- Call Monitoring
- Stakeholder Analysis
- Social Media Platforms
Timeline
National Customer Experience Senior Analyst
Verizon Wireless
03.2019 - 03.2022
Senior Analyst Customer Experience
Verizon Wireless
06.2017 - 03.2019
Senior Manager Customer Service
Verizon Wireless
10.2016 - 06.2017
Operations Supervisor
Verizon Wireless
05.2014 - 10.2016
Lead Supervisor
Verizon Wireless
09.2013 - 05.2014
Tech Support Supervisor
Verizon Wireless
07.2011 - 09.2013
Customer Service Supervisor
Verizon Wireless
05.2009 - 07.2011
Customer Service Representative
Verizon Wireless
04.2008 - 05.2009
No Degree - Business
Strayer University
High School Diploma -
Arizona Career Academy
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