Summary
Overview
Work History
Education
Skills
Timeline
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Lutanya Garrett

Tampa,FL

Summary

Seasoned Customer Service Professional with 25+ years of experience and efficiency in customer advocacy, project management, logistics operations, complex issue resolution and technical analysis & support. Leading performance in a metrics-driven environment with speed of service efficiency in customer care and achieving service level goals.

Overview

15
15
years of professional experience

Work History

Customer Service Advocate

Verizon Wireless
01.2021 - 08.2023
  • Handled customer complaints quickly and
    professionally to restore customer confidence and
    prevent loss of business.
  • Managed approximately 30-40 incoming calls per day from customers
  • Developed and maintained positive customer relations
    and coordinated with team members to properly
    handle requests and questions.
  • Learned and utilized upselling techniques to
    encourage customers to make additional purchases
    and increase sales..
  • Delivered guidance on financial regulations and
    requirements
  • Responded to customer inquiries and provided
    technical assistance over phone.

Messaging Specialist

Verizon Wireless
03.2020 - 01.2021
  • Assisted customer using Live Engage Interface and Speak application to enhance the experience service model for the connection with customers
  • Assisted customers with account and technical inquiries using typed communication in an asynchronous format
  • Improved Verizon's overall exposure through empowered, personalized engagement and industry leading speed of service.

Transition Assistant

Verizon Wireless
04.2018 - 03.2020
  • Provided coaching and mentoring to employees.
  • Built and maintained processional relationships with new employees and Leads.
  • Implemented new learning strategies depending upon employees skill levels.

Customer Service Specialist/Account Management

Verizon Wireless
01.2009 - 02.2018
  • Provided exceptional customer service responding to existing & potential customer calls, emails and letters
  • Assisted customers with account requests & issues providing alternative need-based solutions and following-up on satisfaction of issue resolutions
  • Applied expert knowledge analyzing customers' existing product & service needs offering best-in-class rate & data solutions
  • Applied expert knowledge of troubleshooting techniques to resolve customer equipment issues
  • Collaborated with internal teams to analyze and resolve complex customer issues
  • Assist Customer Care & Support teams achieve customer care objectives and goals
  • Performed daily requirements within performance expectations and productivity goals

Education

High School Diploma -

Hillsborough High School
Tampa, FL
06.1986

Skills

    Policy Administration

    High Level of personal Integrity

    Customer Loyalty

    Idea Brainstorming

    Troubleshoot Service Issues

    Goals and Performance

    Customer Care

Timeline

Customer Service Advocate

Verizon Wireless
01.2021 - 08.2023

Messaging Specialist

Verizon Wireless
03.2020 - 01.2021

Transition Assistant

Verizon Wireless
04.2018 - 03.2020

Customer Service Specialist/Account Management

Verizon Wireless
01.2009 - 02.2018

High School Diploma -

Hillsborough High School

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Lutanya Garrett