Jeremy Wheeler

I was a Customer Care Supervisor for Verizon Wireless. I was hired for the role upon completion of my time in the LIFT program after completing the interview and application process. LIFT is a program designed to develop future supervisors. I coach team members on their performance through Deliver The Promise and Touch Base coaching sessions, take escalated calls from customers when CRT members are unavailable, and lead the team in daily huddle sessions and weekly team meetings. I value working with my team to service our customers to the best of our abilities while exhibiting the Verizon Credo. We continue to strive for excellence with the way we service our customers and in our results. I also performed the following duties:

• Evaluated interactions between associates and customers to assess personnel performance.
• Established performance and service goals and held associates accountable for individual performance.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.

I supported our representatives through Right Touch chat. I answered key questions about promotions, billing, and account concerns. I also provided additional technical assistance for devices or account while also serving as an additional resource for our teams. I took escalation calls as part of this role and handled escalated customer concerns, developed solutions that addressed all customer needs and the concerns they had, and helped reestablish customers' faith in Verizon Wireless as their provider. In this role, I was a Team Riggs Director's Club member 3 times for being one of the top tech coordinators.

Acknowledged all customers’ concerns about troubles with devices or account and troubleshot both for customer. I made recommendations on devices and plans that would best suit customers’ needs while answering all questions presented. I also troubleshot Global Tech Support problems and provided best assistance to those who were abroad.

- Provide technical and device support to customers

- Achieve first call resolution on each call

- When necessary, set appropriate follow up with customers

- Provide assistance to my fellow representatives

I was a Customer Care Supervisor for Verizon Wireless. I was hired for the role upon completion of my time in the Future Lead Program after completing the interview and application process. I coached team members on their performance through Deliver The Promise and Touch Base coaching sessions, took escalated calls from customers when CRT members were unavailable, and led the team in daily Rock Rally sessions and weekly team meetings. I valued working with my team to service our customers to the best of our abilities while exhibiting the Verizon Credo. We continued to strive for excellence with the way we serviced our customers and in our results. Other job duties included:

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Evaluated interactions between associates and customers to assess personnel performance.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Created customer support strategies to increase customer retention.