Monique Milam-Smith
Simpsonville,SC
Summary
Customer Digital Technology Champion II with top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Customer Digital Technology Champion II
Verizon Wireless
10.2020 - Current
- Handle technical support and customer service chats for Verizon’s voice and data products and services.
- Actively engage with customers to diagnose and provide long-term solutions—Troubleshoot issues in hardware, software, applications, networks, or devices.
- Help customers understand how to get the most out of Verizon's products and services
- Share new developments about Verizon’s offerings that can enhance the customer experience
- Work independently to solve problems with little direction.
- Communicate with multiple customers simultaneously about technical issues in a way that’s easy to understand
- Discern a customer’s level of technical proficiency and approach to ensure the customer feels comfortable and confident following my recommendations.
- Message with up to three customers at one time asynchronously to resolve all customer concerns and issues.
Technical Expert HBA
Verizon Wireless
08.2016 - 10.2020
- Provide exceptional customer service and technical support to external voice and data product customers
- Troubleshoot hardware and software issues and identify network/applications issues
- Provide detailed information on how to set up/configure data and voice products
- Verify provisioning and diagnose device or Network issues
- Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration
- Use various administrative department tools and online resources for customer resolution
- Use a trouble ticket system for tracking customer interactions and problem resolution
- Evaluate customers’ concerns and resolve problems to customers satisfaction
- Demonstrate and practice regularly the skills necessary to handle any customer and or technical support call type that is routed through the call center
- Follow up with customers to ensure first call center resolution and achieve and deliver 100% customer satisfaction
- Home-based
Coordinator- Technical Support
Verizon Wireless
07.2010 - 08.2016
- Provide exceptional customer service and technical support for internal and external voice and data product customers
- Troubleshoot hardware and software issues and identify network/applications issues
- Provide detailed information on how to set up/configure data and voice products
- Verify provisioning and diagnose device or Network issues
- Provide troubleshooting for Personal computers for operating systems, specifically Device Manager and TCP/IP configuration
- Use various administrative department tools and online resources for customer resolutions
- Using trouble ticket system for tracking customer interactions and problem resolution
- Evaluate customers’ concerns and resolve problems to customer satisfaction
- Demonstrate and practice regularly the skills necessary to handle any customer and/or technical support call type that is routed through the call center in the function
- Follow-up with customer to provide a one call resolution.
Coordinator- Customer Service
Verizon Wireless
10.2003 - 07.2010
- Responsible for interacting with and providing one-call resolution support for wireless customers about products, accounts, and services
- Maintain solid customer service relationships with 60-65 customers daily by being a positive company advocate, while handling each inquiry with professionalism, efficiency, and exceptional interpersonal skills
- Analyze, assess, and make recommendations on products and services for customers thus advancing the vision of the company
- Continually maintain recommendations on products and services for customers thus advancing the vision of the company
- Continually maintain recommendations on products services, and promotions
- Reconcile and resolve customer disputes and variances by assisting with and handling escalated calls
- Establish frequent communication and timely follow-up with accounts and potential customers via phone and email while simultaneously maintaining follow-up documentation utilizing and updating electronic logs
- Identified and participated in the Future Leaders Leadership program in which training, mentoring, and hands-on experience were utilized to cultivate and expand leadership skills for emerging leaders
- Awarded Employee of the Month for Exceptional Quality Performance.
Coordinator- Lead Customer Service
Verizon Wireless
01.2002 - 10.2003
- Responsible for the development of 12 to 15 Customer Service Specialists and their compliance with customer service quality expectations while utilizing key performance indicators with Verizon Wireless training and operational goals
- Pinpointed and evaluated employee and team performance issues and learning gaps to achieve consistent process and performance standards across all call centers
- Monitored representatives using the side-by-side technique and provided effective coaching and feedback
- Accountable to Management and Training in identifying future training topics or modifying and improving existing programs
- Acclimated and prepared employees for inbound calls by fielding questions and issues related to the Automated Customer Support System and Vision computer systems and customer inquiries to foster one-call resolution
- Improved the Specialist's performance by providing constructive and positive feedback regarding individual performance
- Interfaced extensively with Operations and Training to maximize the performance of the call center.
Customer Service Representative
Verizon Wireless
10.1999 - 01.2002
- Responsible for interacting with and providing one-call resolution support for wireless customers about products, accounts, and services
- Maintain solid customer relationships with 20-35 customers daily by being a positive company advocate, while handling each inquiry with professionalism, efficiency, and exceptional interpersonal skills
- Analyze, assess, and make recommendations on products and services for customers thus advancing the vision of the company
- Continually maintain working knowledge of all company products, services, and promotions
- Reconcile and resolve customer disputes.
Education
Master of Science - Master of Science in Information Systems
Strayer University
Greenville, SC06.2026
BBA - Bachelor of Business Administration
Strayer University
Greenville, SC06.2022
Business Administration And Management
Strayer University
Greenville, SC01.2009
Skills
- Self-Directed
- Flexible and Adaptable
- Conflict Resolution
- Microsoft Word
- Customer Service
- Excellent Communication
References
Available upon request
Timeline
Customer Digital Technology Champion II
Verizon Wireless
10.2020 - Current
Technical Expert HBA
Verizon Wireless
08.2016 - 10.2020
Coordinator- Technical Support
Verizon Wireless
07.2010 - 08.2016
Coordinator- Customer Service
Verizon Wireless
10.2003 - 07.2010
Coordinator- Lead Customer Service
Verizon Wireless
01.2002 - 10.2003
Customer Service Representative
Verizon Wireless
10.1999 - 01.2002
Master of Science - Master of Science in Information Systems
Strayer University
BBA - Bachelor of Business Administration
Strayer University
Business Administration And Management
Strayer University
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