Melissa Pridgeon
1229 Ashland Dr. Columbia,SC
Summary
Seeking a Client Experience Consultant role, offering 15 years of customer service and process optimization expertise including a proven track record at Verizon Wireless. Skilled in prioritizing and multi-tasking in fast-paced working environment. Known for successfully handling escalated customer support issues. Skilled in enhancing user experience, streamlining workflow and fostering team and personal development. Excelled in cross functional collaboration and driving customer satisfaction at Verizon Wireless.
Overview
16
16
years of professional experience
Work History
Process Analyst
Verizon Wireless
Elgin, SC
01.2020 - 10.2023
- Analyzed an enhanced customer processing procedures resulting in a notable 25% decrease in turnaround times for the federal discount initiative.
- Collaborated with finance , legal and operations teams to secure successful outcomes in negotiations relating to the government affordable program.
- Utilized specialized software to increase the accuracy of customer submissions enhancing first-contact resolution metrics.
- Streamlined process workflows, cutting two- week turnaround times to an efficient 48 hour window.
- Conducted training sessions on updated procedures promoting adherence to federal standards fostering staff and personal development.
CS Operational Support Coordinator
Verizon Wireless
Elgin, SC
10.2018 - 01.2020
- Enhanced operational efficiency by recognizing workflow processes, achieving a steady 20% productivity boost.
- Researched, analyzed, and resolved complex customer inquiries.
- Oversaw document management and correspondence, utilizing specialized software to maintain precise records and streamline communication.
- Performed thorough audits of customer accounts to offer cost-effective solutions and details on promotional offerings, upholding stringent performance benchmarks..
- Maintained performance ratings of performing month over month.
Customer Service Representative
Verizon Wireless
Elgin, SC
04.2008 - 10.2018
- Delivered exceptional customer service, assisting with product selection, order processing and resolving billing issues, while regularly being recognized for minimal customer credits applied and stellar customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Furnished comprehensive technical support to enhance user experience.
- Documented customer interactions meticulously, enabling efficient follow-ups and heightened service quality.
- Collaborated with cross-functional teams to address complex customer issues, boosting satisfaction and retention rates.
- Conducted thorough daily audits of customer accounts, ensuring data integrity and prompt billing inquiry resolution.
- Tailored cost-effective solutions by recommending personalized plans and features to meet customer requirements.
Education
Property And Casualty Insurance
Kaplan University
Davenport, IABachelor of Arts - Project Management
Midlands Technical College
Columbia, SCSkills
- Negotiation
- Proficient in Google Suite
- Process Analysis
- Dispute Resolution
- Product Knowledge
- Critical Thinking
- Research
- Proficient in Microsoft Word
- Problem Solving
- Adaptive Team Player
- Positive and Professional
- Proficient in Excel
- Regulatory Compliance
- Analytical Thinking
- Attention to Detail
- Billing Adjustments and Refunds
- Report Preparation
- Complaint resolution
- Verbal and Written Communications
- Cross-Functional Collaboration
- Client relations and retention
- Customer service excellence
- Multitasking
- Information Security
- Project Management
- Account Management
- Audit Support
- Proficient in Powerpoint
Timeline
Process Analyst
Verizon Wireless
01.2020 - 10.2023
CS Operational Support Coordinator
Verizon Wireless
10.2018 - 01.2020
Customer Service Representative
Verizon Wireless
04.2008 - 10.2018
Property And Casualty Insurance
Kaplan University
Bachelor of Arts - Project Management
Midlands Technical College
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