Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Well-qualified leader, proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Hi, I’m
Myra Stephens-Lippett
Columbia,SC
Summary
Overview
13
years of professional experience
Work History
Verizon Wireless
Analyst-Operations Support
08.2023 - Current
Job overview
- Analyzed data trends to support strategic decision-making processes.
- Developed reports utilizing advanced analytical tools to inform business strategies.
- Collaborated with cross-functional teams to optimize operational efficiency and service delivery.
- Identified areas for process improvement, enhancing overall productivity within analytics department.
- Presented findings to stakeholders, translating complex data into actionable insights for leadership decisions.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Verizon Wireless
Customer Service Support Team (CSST)
11.2022 - 08.2023
Job overview
- Customer Service Support Team (CSST) works in partnership with National Operations, various work group channels, Business Transformation, Marketing and other key stakeholders in providing offline support for customer impacting transactions.
- In CSST I display outstanding enthusiasm and remain calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- I'm tasked to do special projects from time to time.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Verizon Wireless
Customer Pro
03.2013 - 11.2022
Job overview
- Identified, monitored and resolved potential problematic customer issues.
- Communicated with customer to understand needs and concerns.
- Maintained open lines of communication with external and internal customers.
- Developed solutions for customer independently and with manager.
- Recommended changes in process and procedures based on customer feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Verizon Wireless
Support Coach for NEE
11.2020 - 01.2021
Job overview
- Provided coaching and mentoring to employees.
- Trained and mentored 17 new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Verizon Wireless
Pro Ambassador/Liaison Coordinator
07.2018 - 07.2019
Job overview
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
- Collaborated with other departments, identifying and addressing areas needing improvement.
- Monitored and reported on progress of liaison initiatives, providing feedback to stakeholders.
- Prepared and delivered presentations and reports on liaison activities for internal and external stakeholders.
Verizon Wireless
Pro Culture Team
07.2018 - 07.2019
Job overview
- Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
- Implemented well-received activities and events.
- Responsible for creating initiatives to boost team morale and push company goals.
- Provided outstanding coaching to team of 200 employees, which boosted morale within department.
Verizon Wireless
Pro Ambassador
05.2017 - 06.2018
Job overview
- Produced and distributed internal and external communications between all work groups.
- Gathered information on customer opinions and adjusted plans to capitalize on current trends.
- Subject matter expert in proactive and reactive loyalty systems and tools.
- Supported internal and external department that helped integrated partnerships using strategic initiatives.
Verizon Wireless
Coordinator-Customer Service Operations
08.2014 - 04.2016
Job overview
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Verizon Wireless
Pre-Leader Program
02.2014 - 09.2014
Job overview
- Pre-Leader Development Program was a new program based on the continuing effort to provide nationally recognized leadership development for Verizon employees
- The program allowed participants from different channels to interact with one another, creating organic learning opportunities to share best practices and broaden their understanding of the business.
- Collaborated with development teams, internal customers, and product line management.
- The Pre-Leader program has various required elements including, but not limited to, classroom training, area webinars, shadowing and acting assignments, a formal presentation to leadership, and other individual assignments..
Verizon Wireless
Supervisor
06.2014 - 08.2014
Job overview
- Partnered with management to coach, discipline and manage employees.
- Assisted in leading each shift by delegating duties and assigning specific tasks to 12 employees.
- Built highly productive teams through team building, clear communication and ongoing coaching.
- Directed and supervised staff members to engage in sales, on-line customer service/billing, customer retention, troubleshooting and customer service requirements.
Education
Webster UniversitySt Louis, MO
Master of Arts from Human Resources Management
12.2002
University Overview
Benedict CollegeColumbia, SC
Bachelor of Science from Therapeutic Recreation
05.1999
University Overview
Skills
- Team Training
- Professional Relationships
- Account Management
- Customer Service Excellence
- Team-Building Exercises
- Customer Care
- Retail Store Support
- Staff Meetings
- Employee Guidance
Timeline
Analyst-Operations Support
Verizon Wireless
08.2023 - Current
Customer Service Support Team (CSST)
Verizon Wireless
11.2022 - 08.2023
Support Coach for NEE
Verizon Wireless
11.2020 - 01.2021
Pro Ambassador/Liaison Coordinator
Verizon Wireless
07.2018 - 07.2019
Pro Culture Team
Verizon Wireless
07.2018 - 07.2019
Pro Ambassador
Verizon Wireless
05.2017 - 06.2018
Coordinator-Customer Service Operations
Verizon Wireless
08.2014 - 04.2016
Supervisor
Verizon Wireless
06.2014 - 08.2014
Pre-Leader Program
Verizon Wireless
02.2014 - 09.2014
Customer Pro
Verizon Wireless
03.2013 - 11.2022
Webster University
Master of Arts from Human Resources Management
Benedict College
Bachelor of Science from Therapeutic Recreation