Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kerri Garrett

Anderson,SC

Summary

Accomplished leader with a proven track record at Verizon Wireless, adept in strategic planning and staff management. Enhanced operational efficiency and customer satisfaction through innovative process improvements and data analytics. Skilled in mentoring and complex problem-solving, consistently achieving business goals with a focus on results. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.

Overview

17
17
years of professional experience

Work History

Supervisor

Verizon Wireless
01.2019 - 10.2024
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Observed packing operations to verify conformance to specifications.
  • Gathered, organized and input information into digital database.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Maintained database systems to track and analyze operational data.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Coordinator-Sales Operations Social Media

Verizon Wireless
01.2017 - 01.2020
  • Use Social Media platform to bring brand awareness and on board new customers.
  • Managed, maintained, and moderated social media accounts on Facebook and Twitter.
  • Write, post, and share engaging and creative copy, stories, images, and videos to promote the associated brands. Worked with content marketing associates to share and re-share content immediately after posting.
  • Assisted in developing plans and executing strategies to build an ever-growing social media presence. Supporting the online media campaigns of the company.
  • Writing social medial content and activity. Working knowledge of Google suites including Drive, Sheets, Slides, and Documents.
  • Initiating a two way engagement with people over social media platforms.
  • Worked extensively with operations to ensure live broadcast on VZW.com was ready daily for streaming. Worked with 3rd party company as project contact.
  • Used resourcefulness coming up with out of the box solutions when unexpected roadblocks were presented on this new project for VZW.
  • Provided feedback for Customer Service operations as to what questions customers were asking while speaking to them live on website as to implement changes to make the online customer experience the best possible.
  • Tools that were used, but not limited to: Sprinklr-gave access to Twitter and Facebook ACSS What If Cantenna Rollout Microsoft Office Google G-Suite. ACSS, SMART, Verizon Internal systems (OMNI/POS)

Supervisor

Verizon Wireless
10.2013 - 01.2020
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Maintained database systems to track and analyze operational data.
  • Developed effective improvement plans in alignment with goals and specifications.

Customer Service Representative

Verizon Wireless
09.2007 - 10.2013
  • Responded to customer requests for products, services, and company information.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Implemented and developed customer service training processes.

Education

High School Diploma -

Camden Fairview High School
Camden, AR
06.1989

Skills

  • Strategic Planning
  • Staff Management
  • Process Improvement
  • Operations Management
  • Data Analytics
  • Business Development
  • Negotiation
  • Employee Motivation
  • Process Monitoring and Improvement
  • Training and mentoring
  • Complex Problem-Solving
  • Staff Discipline
  • Goal-Oriented
  • Processes and procedures
  • Expectation setting
  • Policy Enforcement
  • Business Administration
  • Google and Microsoft experience
  • Staff Development

Timeline

Supervisor

Verizon Wireless
01.2019 - 10.2024

Coordinator-Sales Operations Social Media

Verizon Wireless
01.2017 - 01.2020

Supervisor

Verizon Wireless
10.2013 - 01.2020

Customer Service Representative

Verizon Wireless
09.2007 - 10.2013

High School Diploma -

Camden Fairview High School

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Kerri Garrett