Natalie Perry
Niagara Falls,United States
Summary
Focused customer relations professional skilled in lead generation, customer relationship development, and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as a passion for improving service quality and customer satisfaction, enhancing knowledge, and exceeding expectations. Experienced Customer Service Specialist brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
14
14
years of professional experience
Work History
Customer Care Specialist
Verizon Media/Yahoo, Inc
06.2018 - 09.2023
- Level 3 Customer Care Specialist
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Created sales solutions, and presented results in monthly OPS meeting
- Expert and POC for Yahoo Postmaster. Directly supported T1 and T3 teams with improving survey results, reducing fraud, and overall customer experience.
- Fraud investigation specialist which resulted in 3,627 suspicious emails being tracked, investigated and deactivated.
Sales and Solutions Specialist
Verizon Wireless
02.2013 - 06.2018
- Effective solutions created and maintained through sales leads, cold calling, walk-ins, and returning customers.
- Individual monthly quota met and obtained by creating top tier solutions for consumer and business clients.
- Answered customer questions about billing, account issues, and upgrade possibilities.
- Conducted troubleshooting and diagnostic procedures on customer devices.
Administrative Assistant
Sheraton Hotels & Resorts
01.2010 - 02.2013
- Assistant to Director of Catering and Sales, administrative office assistant, and assistant of events.
- Created and distributed BEO's
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Maintained electronic and paper files of contracts and correspondence.
- Ordered and maintained adequate supply of office and catering supplies.
Education
Bachelor of Arts - Communication/Media Studies
University of Tampa
Tampa, FL12.2009
Skills
- Communication
- Cross-team Collaboration
- Sales
- Team building
- Training and Development
- Quality Assurance
- Escalations Management
- Creative Solutions
- Salesforce CRM Experience
- Issue Resolution
- Product and Service Sales
- Customer Engagement Strategies
Accomplishments
Ripple Effect - Awarded to an outstanding individual who has maintained cultural and team spirit and through their hard work and dedication, has positively influenced or motivated those around them.
Customer Service Excellence -2016, 2017, and 2018. Presented to candidates who obtained a customer service satisfaction score of 90% or higher at the end of the year.
VZW Store MVP - January 2019, October 2018, September 2018, April 2018. Awarded presented to an individual who went 'above and beyond' in all job expectations.
Timeline
Customer Care Specialist
Verizon Media/Yahoo, Inc
06.2018 - 09.2023
Sales and Solutions Specialist
Verizon Wireless
02.2013 - 06.2018
Administrative Assistant
Sheraton Hotels & Resorts
01.2010 - 02.2013
Bachelor of Arts - Communication/Media Studies
University of Tampa
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