Summary
Overview
Work History
Education
Skills
Timeline
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Phillip Wilson

Greer,SC

Summary

Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.

Overview

11
11
years of professional experience

Work History

Senior Representative

Verizon Wireless
01.2013 - 10.2023
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Excelled in reducing churn and negotiations for positive solutions for Verizon Wireless and its customers.
  • Ability to actively listen, empathize and come up with individualized solutions to meet the customer's needs-Lead teams in sales multiple months and independently lead teams multiple times while leadership was out of the office.
  • Developed digital engagement strategy with leadership to increase my teams digital engagement to top 10% in my center in 2019.


Support Coach

Verizon Wireless
10.2020 - 02.2023
  • Facilitated nightly team meetings and facilitated critical skills based on the daily interactions to increase productivity and performance.
  • Provided group coaching to the new employees to enhance effective use of communication skills and tools to quickly support their development and performance with a focus on an outstanding customer experience.
  • Tracked and analyzed data over the course of transition to identify outliers for further development.
  • Collaborated with leadership to drive metrics and business priorities forward by developing effective content with leadership team.
  • Demonstrated ability to be flexible and adaptable to changing needs and circumstances.

GOAL Trainer

Verizon Wireless
01.2022 - 08.2022
  • Facilitated in numerous New Employee Experience classes to adult learners using a variety of learning methodologies, including adult learning theories such as TEACH and Active Learning Model.
  • Provided group coaching for representatives and support coaches providing feedback and encouraging collaboration.
  • Delivered scheduling, communications and classroom management for New Employee Experience classes keep class on schedule for starting transition with strict deadlines.
  • Excellent written and verbal communication skills using Microsoft Office Suite and G Suite-Certified in Agile Foundations Project Management.

Education

Bachelor of Arts - History

Winthrop University
Rock Hill, SC
12.2004

Skills

  • Telephone Etiquette
  • Project Management
  • Project Oversight
  • Relationship Building
  • Customer Rapport
  • Strategic planning
  • Problem-solving abilities
  • Team leadership
  • Time management
  • Performance analysis
  • Attention to detail
  • Needs Analysis

Timeline

GOAL Trainer

Verizon Wireless
01.2022 - 08.2022

Support Coach

Verizon Wireless
10.2020 - 02.2023

Senior Representative

Verizon Wireless
01.2013 - 10.2023

Bachelor of Arts - History

Winthrop University

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Phillip Wilson