Neporsha Lawrence
Montgomery
Summary
Dynamic customer service professional with extensive experience at Verizon, excelling in issue resolution and empathetic communication. Proven ability to enhance customer satisfaction through effective call management and relationship building. Skilled in billing accuracy and software navigation, consistently delivering positive outcomes in high-pressure environments. Committed to fostering loyalty and repeat business.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Verizon
03.2024 - 08.2025
- Assisted customers in troubleshooting service issues, ensuring timely resolutions and enhancing customer satisfaction.
- Managed high call volumes efficiently while maintaining quality standards and adherence to procedures.
- Educated customers on product features and services, tailoring solutions to meet individual needs.
- Resolved escalated issues by employing problem-solving techniques, leading to positive customer experiences.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Billing Specialist
G.Vee’s
10.2023 - 02.2024
- Processed and verified billing statements for accuracy and compliance with company policies.
- Assisted in resolving customer inquiries related to billing discrepancies efficiently.
- Maintained organized records of invoices, payments, and adjustments for easy access.
- Collaborated with accounting team to streamline billing processes and enhance efficiency.
- Utilized billing software to generate accurate invoices and manage payment schedules.
- Conducted regular audits of accounts receivable to ensure timely collections and reporting.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
Customer Service Representative
Forever 21
07.2021 - 09.2023
- Delivered exceptional customer support, resolving inquiries and enhancing satisfaction.
- Collaborated with team members to maintain store presentation and inventory levels.
- Adapted quickly to new systems, improving efficiency in processing returns and exchanges.
- Educated customers on product features, driving informed purchasing decisions.
- Handled customer complaints effectively, fostering positive relationships and retention.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Lead Teacher
Kids World Learning Center
02.2019 - 06.2021
- Developed and implemented engaging lesson plans tailored to diverse learning styles.
- Fostered a positive classroom environment promoting social, emotional, and cognitive development.
- Collaborated with parents and staff to support student progress and address individual needs.
- Mentored and trained new teachers in curriculum delivery and classroom management strategies.
- Evaluated student performance using assessments to inform instructional adjustments.
- Organized and led extracurricular activities enhancing students' creativity and teamwork skills.
- Utilized educational technology tools to enhance interactive learning experiences for students.
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
Education
High School Diploma -
Willis High School
Willis, TX05.2018
Skills
- Customer support
- Issue resolution
- Call management
- Billing accuracy
- Data entry
- Conflict resolution
- Software navigation
- Empathetic communication
- Team collaboration
- Time management
- Relationship building
- Problem-solving skills
- Customer service
- Call center customer service
Timeline
Call Center Representative
Verizon
03.2024 - 08.2025
Billing Specialist
G.Vee’s
10.2023 - 02.2024
Customer Service Representative
Forever 21
07.2021 - 09.2023
Lead Teacher
Kids World Learning Center
02.2019 - 06.2021
High School Diploma -
Willis High School