Pleshetta Whitney

Responsible for resolving customer needs through first contact resolution/ enhancing customer experiences with an emphasis on discovery, efficiency, and quality in my day-to-day activities.

• Handling/ resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries.
• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to Verizon.
• Navigating systems/ using tools and resources to be self sufficient and effectively provide billing explanations for the customer in my queue.
• After issues have been resolved, identifying plans/ services that would suit customer needs in order to prevent future contact.

• Maintain clean and organized environment for client safety and happiness
• Improve clients outlook on daily living through compassionate care
• Assist with meal planning to meet nutritional plan
• Drive clients to doctor's appointments, grocery store, and to run errands
• Follow care plans and directions to administer medications
• Provide emotional support and companionship

• Assumed ownership over team productivity/ managed workflow to meet, / or exceed quality service goals
• Ability to anticipate customer needs/ resolve complaints in a timely manner while implementing company policies
• Solved practical problems/ dealt with multiple concrete variables in standardized situations
• Ability to handle over 100 inbound/ outbound calls per day with urgency while maintaining company policy

• Primary responsibilities included providing administrative/ operational support to hotel manager
• Answering phone calls, supervising staff, / assigning staff tasks
• Checking guests in and out
• Training new employees
• Quality control: ensuring quality standards / records are maintained; along with hygiene, health, / safety regulations