Marion Glenn
Customer Service
Jonesville,South Carolina
Summary
Highly motivated Customer Service Expert with 11 plus years of Communications and Technology experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
12
12
years of professional experience
Work History
TRANSFER OF SERVICE
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.
CUSTOMER ADVOCATE
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.
FRAUD PREVENTION TEAM OFFLINE
Verizon Wireless
Remote
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.
Education
Bachelor of Arts Psychology -
Skills
- Salesforce
- Customer Retention
- Escalation Management
- Data Entry
- Chat
- Help Desk Support
- Technical Support
- Microsoft (Word, Excel, Powerpoint)
- Typing 40 WPM
- Quality assurance
- Staff training and development
- Negotiation
- Customer Satisfaction
- Service Delivery
- Project management
Timeline
FRAUD PREVENTION TEAM OFFLINE - Verizon Wireless
12.2022 - 01.2023
TRANSFER OF SERVICE - Verizon Wireless
01.2019 - 08.2023
CUSTOMER ADVOCATE - Verizon Wireless
10.2011 - 08.2023
University of South Carolina - Columbia - Bachelor of Arts Psychology,