Marion Glenn

Work History

Verizon Wireless

01.2019 - 08.2023

Enhanced customer satisfaction by streamlining service processes and implementing effective communication strategies.
Actively monitored and engaged with additional support channels, such as Slack and social media, self-serve options resulting in a 40% increase in customer engagement
Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction
Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction
Educated customers about billing, payment processing and support policies and procedures
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Verizon Wireless

10.2011 - 08.2023

Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
Streamlined communication channels for improved responsiveness to customer inquiries.
Trained new employees on company policies, best practices, and strategies for maintaining exceptional customer relations.
Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
Collaborated with training team to boost product support and certification training initiatives
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
Conducted thorough research to provide accurate information and resolve complex issues for customers.

Verizon Wireless

12.2022 - 01.2023

Reduced fraudulent activities by thoroughly investigating suspicious transactions and reporting findings to management.
Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
Improved fraud detection rates by implementing advanced monitoring tools and staying up-to-date with industry trends.
Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies, resulting in a more secure financial environment for customers.
Provided expert knowledge on fraud trends during internal training sessions, enhancing employees'' ability to detect fraudulent activities.
Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.