Nidia Antunez

• Collaborate with supervisors to escalate and address customer inquiries or technical issues.
• Assist multiple customers simultaneously via real time chat services with technical and billing inquiries.
• Maintain up-to-date knowledge of industry trends, allowing for informed

recommendations on technology solutions that best meets customer needs.

• Provide customers with in depth knowledge of various Verizon Wireless programs and services.
• Elevating customer interactions into valuable sales or retention opportunities by providing a premium experience.
• Skillfully analyzing and resolving intricate customer problems and aligning solutions with key business objectives through critical thinking.
• Demonstrate the ability to effectively prioritize and execute multiple tasks concurrently, while maintaining a high level of accuracy and efficiency.

• Identified trends and report them to leadership.
• Proactively transformed negative or neutral encounters into positive interactions.
• Provided assistance to customers via Twitter, Facebook, and Jive.
• Resolved billing and technical questions on the first interaction with the customer.
• Assisted in the management of social media issues related to consumer executives and influencers.
• Proactively understand customer needs and recommend tailored plan and service solutions to eliminate potential issues and reduce future inquiries.
• Cultivated positive relationships with customers to increase brand credibility.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Implemented feedback from customers to improve overall quality of support services provided by the team.
• File NRB trouble tickets and call customers back with resolutions.
• Provided assistance with transition groups.
• Provided customers with in-depth knowledge of various Verizon Wireless programs and services.

• Assist bilingual customers with billing and technical concerns.
• Recognizing discrepancies and promptly addressing them for resolution.