Juanito Perea

Handle of calls that are considered high value accounts where opportunity to speak with & suggest more value adds based on their service needs.

Handling a specialty call ciqueue of high priority repeat calls where I would assist customers with a multitude of scenarios that range in complex situations surrounding a customer's account and taking ownership and providing a resolution for the customer and act on behalf of Verizon by being professional and courteous, building customer relationships, and by delivering a positive experience.

A specialty project created by Senior Manager Bridget Armstrong where five Senior Representatives were selected to assist a team of new Customer Specialists that came out of transition in helping them with internal programs, time management, providing support on finding a solution for customer call inquiries and providing a positive customer service experience.

A call queue designed to assist new customers of Verizon who started service in the last thirty days and assist them with any and all questions and promote the value of self service options such as My Verizon and Verizon Up.

Assisted with de-escalating upset customers in escalated situations regarding billing charges and equipment not working in order to provide a solution and out of box solutions. Also assisted in working customer specialists, advocates and pros in finding solutions for difficult calls with customers and also in assisting in providing approvals for equipment orders and credits issued.

Assisted with de-escalating upset customers in escalated situations regarding billing charges and equipment not working in order to provide a solution and out of box solutions.

A specialty call ciqueue that focused on saving customers from disconnecting lines on their Verizon accounts and promoting value for our Verizon services and products that would fit into the customer's day to day life.

Assisted customers with understanding of their bills, negotiating credits, troubleshooting devices, exploring plan options that would best fit their needs of service and promoting value of product and services.