Jewell J. Frazier
Severn,MD
Summary
Dedicated Service Representative with over 23 years of telecommunications experience providing exceptional customer support. A passionate team member who works well in a team setting and can work independently. Skilled in resolving complex matters with admirable telephone etiquette and can perform on demand in highly stressful situations, maintaining professionalism. Have strong problem-solving, decision-making, and prioritization skills with knowledge of service delivery and proven multitasking abilities.
Overview
24
24
years of professional experience
Work History
Service Representative
Verizon - Enterprise Solutions Federal Wits
11.2019 - Current
- Actively support Federal Government Designated Agency Representatives (DAR), Verizon project managers, and sales teams to identify, authenticate, and approve orders and services for closure generating revenue.
- Operate multiple systems and databases to process high volume of detailed confidential documentation. Manage and maintain files.
- Investigate data and articulate solutions via written and verbal communications to resolve discrepancies.
- Promptly manage and resolve inquiries to provide DAR with excellent customer experience.
- Implement Federal Government agencies service orders for installation, disconnection, or changes of products and services, including validating bills for services.
- Efficiently record and complete all assigned tasks accurately and on time.
- Participate in ongoing training to enhance job skills and knowledge.
- Simultaneously prioritize managing various projects while performing additional duties and tasks when required.
- Maintain productivity and quality standards at all times.
Service Representative
Verizon - Commonwealth Of Virginia
07.2013 - 11.2019
- Implement and process orders for low and high-end services. Port other Common Local Exchange Carriers (CLEC) services to Verizon telephone service.
- Serve as liaison between Verizon field technicians, engineers, and other internal departments to service customer's communication needs.
- Compose Excel spreadsheets for processed claims and adjustments.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consult with customers via telephone and or written communication.
- Multitask between systems, customer calls, and internal departments.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Billing Specialist - Potomac Region
Verizon - Enterprise Solutions
08.2007 - 07.2013
- Researched and resolved billing disputes for large business customers in MD, VA, and DC.
- Audited and maintained customer accounts and records. Evaluate contractual language and pricing.
- Promptly managed and resolved in a courteous and efficient manner customer escalated Maryland Public Service Commission complaints.
- Provided disbursement reports of credits and debits issued.
- Investigate billing errors and collaborate with internal departments to have corrections processed in a timely manner.
- Temporary Assistant (TA). Assisted with training and mentoring 30 new team members.
Customer Service Representative
Verizon - Business Partnership Channel
02.2000 - 08.2007
- Managed large call volumes while successfully handling primary duties of processing low-end, high-end Verizon telephone services.
- Maintained data on policies, procedures, and services for appropriately addressing subject matters.
- Install new, changed, and disconnected business services.
- Multitask between systems, customer calls, and internal departments.
- Provided exceptional customer service to customers in a fast-paced call center environment.
- Met and exceeded monthly sales objectives.
Education
M.B.A - Business Administration
Strayer University
Washington, D.C.2022
B.B.A - Business Administration
Strayer University
Washington, D.C.2018
A.A - Business Administration
Strayer University
Washington, D.C.2015
Skills
- Communications
- Customer Relations
- Data Processing
- Negotiation
- Leadership
- Organizational Behavior
- Process Improvement
- Microsoft Office & Google Proficient
Additional Information
- Honors & Affiliations, The National Society of Collegiate Scholars - The Society for Collegiate Leadership & Achievement - Cum Laude - Magna Cum Laude
Timeline
Service Representative
Verizon - Enterprise Solutions Federal Wits
11.2019 - Current
Service Representative
Verizon - Commonwealth Of Virginia
07.2013 - 11.2019
Billing Specialist - Potomac Region
Verizon - Enterprise Solutions
08.2007 - 07.2013
Customer Service Representative
Verizon - Business Partnership Channel
02.2000 - 08.2007
M.B.A - Business Administration
Strayer University
B.B.A - Business Administration
Strayer University
A.A - Business Administration
Strayer University
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