Summary
Overview
Work History
Education
Skills
Timeline
Generic
QUIANA BROWN

QUIANA BROWN

Atlanta,GA

Summary

Reliable business professional with experience in process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.


Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience

Work History

Customer Service and Operations Analyst

Verizon
01.2019 - Current
  • Led groups through change and disruption, by researching and challenging current processes as well as working with other departments, bringing departments together to support and advance a chosen strategy
  • Conducted side by side call observations with representatives, new hire training and observations, lead calibration sessions and regularly provide effective feedback for improved performance
  • Ability to define, research and challenge current processes as well as bringing people together to support and advance a chosen strategy
  • Experience collaborating across different functional areas across all levels
  • Working relationship with L&D and engineering on enhancing existing tools and processes that empower teams to perform in the best or most favorable way
  • Reviewing and analyzing current center results to identify trends and provide recommendations


  • Ability to work effectively in a virtual environment
  • Knowledge of systems and tools like; Reporting dashboards, Tableau, ACSS, Call monitoring tracking system/tool (Speechminer), OKTA, Jira, G Suite
  • Experience in working across virtual teams with multiple functions.

Hum Communications and Computer Engineering (CCE)

Verizon
01.2022 - Current
  • Monitor front line call center employees are actively engaged in troubleshooting through final resolution
  • Resolving escalated incident tickets and driving outage resolution
  • Providing 24/7 support and strategic systems guidance to channel partners
  • Establish processes and procedures for an onboarding process for HUM Communicating common issues of tickets to leadership to ensure overall resolutions are being driven
  • Identified gaps in performance and conducted sessions to adjust strategies with coaching and skill building
  • Providing guidance and strategic support for system changes and process improvement
  • Monitoring ticket trends and data to effectively communicate to members of the CCE team
  • Use JIRA for quick real-time analysis and troubleshooting for Vendor Center Building relationships with various teams for troubleshooting system outages and incidents Identifying key people, processes, and system barriers to achieving success and working with them to find a winning solution
  • Calibrate with Vendor leadership to ensure ownership and resolution of agents using Speechminer
  • Providing objective analysis and actionable feedback to improve the customer and employee experience with Verizon (e.g., coaching behavior analysis, feedback on coaching processes).Identifying system issues and potential system gaps
  • Use Tableau Prod to retrieve data needed to submit surveys weekly through Qualtrics
  • Communicating and collaborating with cross functional teams to resolve system issues.

Executive Care Escalation Support - Analyst

VerizonConnect
01.2018 - 03.2019
  • Participated in new project launches, gathering feedback and issues from front line employees and reporting back to the project team on successes and challenges
  • Manage escalations, leads, and process impacts from the field, retail and indirect sales channels
  • Conducted deep dive analysis and identifying trends while recommending solutions to improve key drivers impacting performance and tool adoption
  • Evaluate damage and liability claims and assess the value of said claims
  • Intake subpoenas, court orders and other Legal, customer and law enforcement escalations from our strategic partners
  • Partner with Legal on priority cases based on Legal criteria and other Legal requests and assignments
  • Partner with Finance, Customer Care, Development, and Sr
  • Leadership to resolve customer escalations
  • Identify and evaluate trends in escalations while analyzing this data and proposing solutions
  • Participate in highly sensitive projects that require confidentiality
  • Work independently with the ability to exercise judgment using processes and procedures to determine the appropriate course of action.

Sr Coord- Customer Service

VerizonConnect
07.2014 - 01.2019
  • First point of contact for dealership technicians assisting with programming customer vehicles with Mbrace services
  • Provide technical and administrative support to Dealership staff - (e.g
  • Sales, Service, Subscribers, and Help Desks)
  • Assist sales representatives with billing questions, activating customer accounts and vehicle information
  • Inbound/Outbound communications with Clients - (e.g
  • Calls, E-mails)
  • Handle customer tech support calls and emails relating to web portal and mobile applications
  • Train new hires on department and company processes
  • Monitors work queues and ensures items are moving through the fulfillment process according to schedule.

Apple At-Home Advisor

Kelly Services
11.2010 - 02.2011
  • Responsible for answering and resolving iPhone and iPod product technical-support questions received from Apple customers
  • Utilize 'P.A.I.R.' troubleshooting method: based on asking Probing questions to ascertain the reason for the users call and the nature of the problem, Analyze the information being provided based on the symptoms being described by the caller, Isolate the root cause, and provide the appropriate instructions to solve the customer's issue
  • Provided call resolution in a timely manner
  • Maintained an Average Handle Time, while ensuring complete customer satisfaction with every interaction
  • Assisted customers with setting up emails, troubleshooting email issues, updates, and reinstallations.

Technical Support Representative

AT&T (Pyramid Consulting)
02.2008 - 01.2010
  • Responsible for notifying team members about outages and server downs
  • Use various UNIX commands to refresh customer hosting control panel interfaces, create directories, recreate missing files, and add correct content to files
  • Use a UNIX jump server to access customer Virtual Domain Server to locate and remove pop locks and corrupt mail drops
  • Perform diagnostic tests to determine the customer's IP address to determine if the IP has been blacklisted
  • Assist customers with the configuration of anti-spam options and adding email accounts and various email clients
  • Utilize the Cerberus Ticketing System to authenticate customer accounts and reissue passwords.

Education

PC Support Technician Program -

Computer Education Institute
Marietta, GA

Computer Science -

Thomas Nelson Community College
Hampton, VA

Skills

  • Possesses exceptional educational, communication, problem-solving, analytical and interpersonal skills to accomplish goals
  • Experience troubleshooting and resolving various issues
  • Client Management
  • Process Improvement
  • Team Leadership
  • Tableau
  • Qualtrics
  • SpeechMiner
  • JIRA
  • Sprinklr social media platform

Timeline

Hum Communications and Computer Engineering (CCE)

Verizon
01.2022 - Current

Customer Service and Operations Analyst

Verizon
01.2019 - Current

Executive Care Escalation Support - Analyst

VerizonConnect
01.2018 - 03.2019

Sr Coord- Customer Service

VerizonConnect
07.2014 - 01.2019

Apple At-Home Advisor

Kelly Services
11.2010 - 02.2011

Technical Support Representative

AT&T (Pyramid Consulting)
02.2008 - 01.2010

PC Support Technician Program -

Computer Education Institute

Computer Science -

Thomas Nelson Community College

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QUIANA BROWN