Lynda M. Patton
Cary,NC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Office Manager/Senior Consultant, Office of Ethics and Business Conduct
Verizon Communications
Basking Ridge, NJ
01.2004 - 11.2014
- Company Overview: Provides voice, data and video communications systems globally
- Promoted to directly support employees with their commitment to Verizon’s core values, while simultaneously driving the culture to embrace the tenets of the Code of Conduct (COC)
- Investigate allegations of misconduct and ensure appropriate responsive action is taken
- Provide COC interpretation
- Provide 'just in time' training tailored to client needs upon request
- Single Point of Contact for strategic partners
- 'Go to' problem solver for many of the issues that the team encounters
- Oversight of the OEBC standard report function that is provided to leadership
- Provides voice, data and video communications systems globally
Assessment and Selection Specialist
Verizon Communications
Basking Ridge, NJ
01.2002 - 01.2004
- Coordinated activities to implement new testing requirements throughout the Verizon footprint
- Maintained website testing guides for intranet and internet Assessment and Selection sites
- Researched and resolved questions posed by Staffing Services and employees to determine test eligibility
- Closely monitored vendor activity specific to the candidate testing environment
Staffing Specialist, Staffing and Recruitment
Verizon Communications
Basking Ridge, NJ
01.2000 - 01.2002
- Participated in job fairs to source external candidates
- Screened potential employees face to face and via telephone and resume
- Provided support throughout the entire recruitment cycle from initial screening through offer acceptance stages.
- Adjunct staffer for hiring Directors and Executive Directors to the organization including salary negotiation
Team Leader/Administrative Foreman, Verizon Repair Call Center
Bell Atlantic
Garden city, NY
01.1995 - 01.2000
- Recruited to directly performed duties of a Team Leader with direct reports of up to 30 employees
- Handling customer escalations for Customer Service Agent
- This assignment included coaching, training, monitoring, and developing individual plans for employees to achieve office objectives
- Provided excellent service to customers experiencing service outages
HR Training Instructor, Training and Development
Bell Atlantic
Garden City, NY
01.1989 - 01.1995
- Conducted training sessions for new and current Customer Service Representatives.
- Trialed new training modules for the department
- Developed alternative training strategies to incorporate Accelerated Learning techniques.
- Provided coaching sessions before and after class to assist those students needing additional help.
- Maintained the accuracy and completeness of employee records.
- Assumed the responsibilities of the Training Director, as requested.
Customer Service Representative
New York Telephone
Jamaica, NY
11.1978 - 11.1989
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered inbound calls, and arranged for outbound call to facilitate customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Contacted customers about potential service upgrades, new services and account changes.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed positive relationships with customers through friendly interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Bachelor of Science (BS) - Business, Management and Economics with a concentration in Human Resource Management
suny empire state COLLEGE
Albany, NYSkills
- Customer Service Representative
- Customer Service Trainer
- Communication skills
- Cultural competence
- Rapport building
- Receptive to criticism
- Flexibility
- Empathy
- Dispute resolution
- Meeting deadlines
- Prioritizing
- Calendar scheduling
- Self-motivation
- Multitasking
- Outside-the-box thinking
- Answering telephones
- Quick learning
- Work-from-home productivity
- Reliability
- Punctuality
- Decision making
- Staff hiring
- Operations management
- Time management
- Documentation and control
Certification
American Society of Training and Development (ASTD) Certificate, 2009
Software And Systems
- Microsoft Office Suite
- Google Workspace
Timeline
Office Manager/Senior Consultant, Office of Ethics and Business Conduct
Verizon Communications
01.2004 - 11.2014
Assessment and Selection Specialist
Verizon Communications
01.2002 - 01.2004
Staffing Specialist, Staffing and Recruitment
Verizon Communications
01.2000 - 01.2002
Team Leader/Administrative Foreman, Verizon Repair Call Center
Bell Atlantic
01.1995 - 01.2000
HR Training Instructor, Training and Development
Bell Atlantic
01.1989 - 01.1995
Customer Service Representative
New York Telephone
11.1978 - 11.1989
Bachelor of Science (BS) - Business, Management and Economics with a concentration in Human Resource Management
suny empire state COLLEGE
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