Summary
Overview
Work History
Education
Skills
References
Timeline
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Melissa Jones

Herriman,UT

Summary

Dynamic Sr. Analyst with Verizon Wireless, adept at driving account growth and enhancing customer relationships. Proven expertise in KPI analysis and project management, delivering tailored solutions that optimize client success. Recognized for strategic planning and decisive action, managing a $15M revenue portfolio while fostering collaboration across teams.

Overview

15
15
years of professional experience

Work History

Sr. Analyst | Account Management

Verizon Wireless
Salt Lake City, UT
11.2023 - 12.2024
  • Grow and maintain business revenue.
  • Partner with internal and external stakeholders to drive sales activities.
  • Design and deliver targeted solutions based on customer demand, need, and customization.
  • Maintaining a revenue portfolio of $15M+.
  • Provide ongoing support and manage customer relations.
  • Responsible for customer support, success, and retention by management of assigned account (Penske), resolving customer issues, and optimizing customer experience.
  • Responsible for supporting the sales team to grow revenue through campaign execution, drive digital adoption, and build strong partnerships.
  • Management of government procedures, policies, and responses.
  • Playing a key role in providing monitoring support service to Enterprise customers in contractual obligations & custom processes.
  • Being the primary contact for client service management such as consultative services, providing custom reporting, proactive monitoring, alerting, and technical services.
  • Being the gatekeeper of incident management and triage - performing troubleshooting.
  • Identify the correct resolver group, managing proper trouble ticket handling and issuance in a timely manner.
  • Having the autonomy, authority and ability to make decisions that will impact the customer.
  • Driving overall account strategy and growth to these complex and valuable customers through best-in-class customer support and service experience for complex solutions and lifecycle management.
  • Experience with facilitation and communication across all levels of the organization.
  • Heavy project management.
  • Reporting and analysis and experience in using tools Work Flow Manager, Salesforce, Microsoft Excel, Google sheets, pivot tables, and basic formulas.

Global Enterprise Advisor | Account Management

Verizon Wireless
Salt Lake City, UT
04.2019 - 12.2024
  • Build and execute action plans to drive account growth and target account complexities.
  • Create and maintain strategic customer relationships as well as internal relationships.
  • Train and maintain customer’s knowledge of portal and current solutions the customer would benefit from (Fixed Wireless Access, Sim Secure, MDM, and software applications).
  • Understand Verizon’s KPIs (key point indicators) and adapt a strategy on how to drive those KPIs.
  • Maintaining high Digital Adoption.
  • Advocating for the business by maintaining low OC&Cs (credits).
  • Detail orientated by documenting internal/external interactions in SalesForce (SFDC).
  • Account support for navigating day-to-day operations.
  • Create and participate in Quarterly Business Reviews (QBRs) and Monthly Bill Reviews (MBRs).
  • Conduct regular account reviews to maximize opportunities through analysis of critical account data for internal and customer needs.
  • Partner with Sales to identify and present sales opportunities, including devices, accessories, services, and solutions.
  • Oversee contractual commitments, and implement and track customer projects including deployments, rollouts, and migrations.
  • Compile, interpret, and present complex data using various reporting tools and system applications to identify opportunities, develop effective action plans, and deliver results.
  • Participate in national and cross-functional projects to drive account management initiatives and improve customer experience.
  • Identify and mitigate risk.
  • Work effectively with peers toward complex problem-solving.
  • Responsible for account training of peers, back-ups, and affiliated workgroups.
  • Utilization of Microsoft Products including Excel, Word, and PowerPoint.
  • Utilization of Google applications.

Fulfillment Coordinator | Account Services

Verizon Wireless
Salt Lake City, UT
04.2012 - 04.2019
  • Collaboration with Business Finance Operations Team to ensure audit accuracy and profile compliance.
  • Responsible for department-wide quality audits.
  • Work with Excel, WFM (Workflow Manager), and My Business regularly.
  • Partner with Sales Team to provide excellent support and service to Business & Government Customers in a timely manner.
  • Follow through with escalations to completion as quickly as possible for minimal customer impact.
  • Provides daily customer support by completing equipment orders and maintenance requests for our business customers, including Enterprise and Government, using the Zero Defect methodology.
  • Provide written and verbal clarification and direction to internal and external customers to questions related to corporate accounts.
  • Ensure every request is processed within the company’s compliance guidelines.
  • Assist with handling escalations and large research requests.
  • Provide direct support to customers via phone and email.
  • Take appropriate steps to validate customer information to ensure first contact resolution.
  • Maintain an in-depth level of knowledge in all order processing procedures, account maintenance transactions, and related compliance requirements.
  • Ensure every customer interaction provides the highest level of satisfaction.
  • Proactively gain experience and knowledge of systems utilized by the BGCO to facilitate the resolution of all requests received.
  • Provide guidance on using My Business and educate customers on the benefits of self-serve.
  • Utilize product and service knowledge to ensure all information provided is accurate and every transaction completed is beneficial to our customers.
  • Identify opportunities to drive growth, portal utilization, and proactive solutions.
  • Perform research /analysis on corporate-liable accounts and make sound decisions to ensure our customers are receiving the full benefit of all products and services we offer.
  • When possible, work to identify growth opportunities with every customer request received.
  • Demonstrate personal commitment by adhering to Verizon’s code of conduct and guidelines in all areas of work.
  • Provide peer-to-peer coaching and feedback on an as-needed basis.
  • Assist in various special projects on an as-needed basis.
  • Personally demonstrate and assist others in accessing and adhering to Verizon’s code of conduct and guidelines in all areas of work.

Senior Representative | Customer Service

Verizon Wireless
Salt Lake City, UT
01.2010 - 04.2012
  • Listen carefully to each customer with patience and courtesy.
  • Troubleshooting and problem-solving skills used to come up with solutions.
  • Great communication skills to resolve customer concerns.
  • Excite customers about new solutions to positively impact their lives.
  • Position value-added solutions to customers to close sales.
  • Build customer relationships and earn their loyalty and trust by being polite and helpful.
  • Part of the Loyalty Champ and Mentorship Program as a customer service agent.

Education

Associate of Science - Psychology

Salt Lake Community College
Salt Lake City, UT
01-2027

Skills

  • Client management and consulting
  • Team collaboration and effective communication
  • Critical thinking, analytical problem solving, and data analysis
  • Time management and strong organization
  • Proactive and solution-oriented
  • Project management and execution
  • Decisiveness and results production
  • KPI analysis and strategic planning

References

References available upon request.

Timeline

Sr. Analyst | Account Management

Verizon Wireless
11.2023 - 12.2024

Global Enterprise Advisor | Account Management

Verizon Wireless
04.2019 - 12.2024

Fulfillment Coordinator | Account Services

Verizon Wireless
04.2012 - 04.2019

Senior Representative | Customer Service

Verizon Wireless
01.2010 - 04.2012

Associate of Science - Psychology

Salt Lake Community College

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