Summary
Overview
Work History
Skills
Timeline
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Juanita Brown

Columbia,SC

Summary

Dynamic Customer Relations Coordinator at Verizon Wireless with a proven track record in conflict resolution and process optimization. Expert in training and mentoring teams to enhance service delivery, while developing policies that improve customer interactions. Recognized for elevating customer satisfaction through effective collaboration and innovative problem-solving strategies.

Overview

27
27
years of professional experience

Work History

Customer Relations Coordinator

Verizon Wireless
Columbia, SC
12.2022 - 08.2023
  • Resolved escalated customer issues promptly while preserving positive relationships.
  • Developed policies for effective management of challenging customer interactions.
  • Collaborated with cross-functional teams to improve overall customer experience.
  • Evaluated processes and recommended optimizations for customer interactions.
  • Trained and mentored new team members on productivity and service excellence.
  • Facilitated knowledge-sharing sessions to educate team on best practices in customer management.

Global Technical Coordinator

Verizon Wireless
04.2008 - 12.2020
  • Resolved technical issues to enhance customer satisfaction and retention.
  • Educated customers on products and services, leading to informed purchasing decisions.
  • Reviewed billing and credit inquiries accurately to ensure prompt resolution.
  • Negotiated account issues with effective de-escalation techniques to maintain client relations.
  • Facilitated team meetings to promote collaboration and knowledge sharing.
  • Coached peers to improve performance and service delivery standards.
  • Transitioned as Assistant for 800 new hire classes, ensuring smooth onboarding processes.
  • Participated in Ambassador Program, sharing technical expertise with 800 line teams.
  • Collaborated with vendors to evaluate product offerings and negotiate pricing agreements.
  • Configured networks according to best practices for optimal performance, reliability and security.

Data Tech I Coordinator

Verizon Wireless
Columbia, SC
01.2007 - 04.2008
  • Company Overview: Northeast Region
  • Resolved technical issues with thorough and efficient troubleshooting
  • Provided product knowledge and made appropriate recommendations
  • Volunteered to participate with Shoo special project
  • Assigned to Global team special project
  • Northeast Region

National Enterprise Support Team (Nest) Coordinator

Verizon Wireless
Columbia, SC
08.2003 - 12.2006
  • Company Overview: Northeast Region
  • Properly assisted with National Accounts, Major Accounts and small business customers
  • Demonstrated expertise with assisting employee liable customers
  • Facilitated team meeting
  • Point of Contact in absence of supervisor
  • Team delegate for CSTS task force—provided peer to peer coaching and feedback
  • Northeast Region

800 Line Senior Representative

Verizon Wireless
Columbia, SC
10.2001 - 08.2003
  • Handled customer service billing issues
  • Provided customer with product knowledge and recommendations
  • Assisted with supervisor’s credit queue review
  • Coordinated and executed team activities

Inbound Supervisor

Inter-Media Marketing Solutions
Columbia, SC
04.1996 - 11.2002
  • Managed daily operations and performance
  • Supervised up to 150 representatives
  • Provided weekly monitors and coaching feedback
  • New products and client environments
  • Provided daily feedback and recommendations to upper management
  • Participated in client conference calls
  • Performed interviewing, hiring and new employee orientation
  • Implemented and coordinated weekly attendance monitoring
  • Implemented and coordinated weekly tracking of rep performance
  • Executed disciplinary actions for attendance and performance as needed
  • Visited client sites for orientation and training
  • Managed and performed hourly/daily statistical reports
  • Ensured appropriate staffing based on forecasts and service level goals
  • Implemented and developed refresher sessions to enhance product knowledge and proper system use.

Skills

  • Customer service
  • Conflict resolution
  • Process optimization
  • Policy development
  • Team collaboration
  • Training and mentoring

Timeline

Customer Relations Coordinator

Verizon Wireless
12.2022 - 08.2023

Global Technical Coordinator

Verizon Wireless
04.2008 - 12.2020

Data Tech I Coordinator

Verizon Wireless
01.2007 - 04.2008

National Enterprise Support Team (Nest) Coordinator

Verizon Wireless
08.2003 - 12.2006

800 Line Senior Representative

Verizon Wireless
10.2001 - 08.2003

Inbound Supervisor

Inter-Media Marketing Solutions
04.1996 - 11.2002

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Juanita Brown