Melanie Patterson
Burtonsville,MD
Summary
Dedicated professional with over 15 years of superior customer service, experience with internal and external customers. A team player with proven success managing multiple projects simultaneously, resulting in customer satisfaction. Prudent decision maker with expertise in interpersonal, critical thinking and communication skills.
Overview
22
22
years of professional experience
Work History
Fire Safety Manager
Gatekeepers Inc.
Long Island City, New York
04.2019 - 12.2020
- Conducted new employee interviews, orientation and training, and provided ongoing monitoring and evaluation.
- Directed recordkeeping and paperwork preparation in line with OSHA requirements.
- Inspected job sites and completed in-depth reports outlining safety concerns and corrective recommendations.
- Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.
- Developed and implemented company procedures that effectively reduced job site accidents by 26%.
Account Manager
Millennium One Solutions
04.2018 - 04.2019
- Increased the number of active subscribers and product penetration in assigned complex large-scale multi-dwelling properties/communities by selling and promoting Verizon products including video, high-speed Internet, voice and Verizon Broadband essentials and extras
- Developed strong relationships with local and national property management that was conducive to sales and retention of Verizon products and services
- Utilized expert knowledge of Verizon products and services as well as mastery of sales processes to consistently maximize sales
- Acted as a resource for colleagues with less experience
- Proactively followed-up with customers and property staff as appropriate regarding sales, product, technical or customer care issues
- Managed fast resolution of product and issues which included, billing and technical support, was the single point of contact and communicated with internal teams as needed
- Visited all new properties on regular and consistent basis prior to and following occupancy; managed and attended frequent on-site events to generate subscriber growth
Customer Service Specialist
Verizon Communications
Silver Spring, MD
01.2015 - 12.2017
- Utilized coaching and development to improve upon company provided metrics
- Reported and calculated on service metrics, including any customer feedback or trends in product or service issues
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Evaluated customer account information to assess current issues and determine potential solutions
- Documented customer inquiries and feedback, including service delivery suggestions, in company database
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Achieved or exceeded 119 % satisfaction rating on consistent basis
- Assisted 300+ callers per week in fast-paced environment
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
Sales Coordinator & Planning Specialist
Verizon Communications
Silver Spring, MD
04.2013 - 11.2015
- Provided peer mentoring, developed strategies to overcome objective and tactics to best leverage Verizon services and products to consumers
- Utilized coaching and development to improve upon company provided metrics
- Developed new prospects and interacted with existing customers to increase sales of an organization's products and/or services
- Worked with customers to find their want and needs, created solutions and ensured a smooth sales process
Customer Service Specialist
Verizon Communications
Silver Spring, MD
02.1999 - 03.2013
- Promoted and sold Verizon FiOS products & services to new customers
- Grew revenue by recommending products and services to existing customers
- Provided new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints
- Provided customer services related to sales, sales promotions, installations and communications
- Ensured that good customer relations were maintained, customer claims and complaints are resolved fairly
- Enhanced customer experience by resolving concerns
- Navigated through multiple systems to process customer request
- Assisted internal departments for customer resolutions
Education
Bachelor of Arts - Marketing & Management
Bernard Baruch College
New York05.1992
Skills
- Microsoft & Databases
- Contract Negotiation
- Customer Service
- Conflict Resolution
- Time Management
- High-energy attitude
- Call center experience
- Customer relationship management
Timeline
Fire Safety Manager
Gatekeepers Inc.
04.2019 - 12.2020
Account Manager
Millennium One Solutions
04.2018 - 04.2019
Customer Service Specialist
Verizon Communications
01.2015 - 12.2017
Sales Coordinator & Planning Specialist
Verizon Communications
04.2013 - 11.2015
Customer Service Specialist
Verizon Communications
02.1999 - 03.2013
Bachelor of Arts - Marketing & Management
Bernard Baruch College
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