Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rebecca (Becky) Bowles

Summary

In 9 years with Verizon, I have worked various positions in Care, Porting, Activation, and Credit, Internet orders, and D35 non pay reactivation. I have spent the last 5 years with the Porting, Activation, and Credit team. I have experience with data analysis & collection, Google Suites, Verint call monitoring, Workforce Management, Syniverse, OMNI, Accurint/VZ Credit, Live Engage, group coaching/skill drills, call calibration sessions, goal check ins/call reviews.

In my current role as a Coordinator, I am known for my curiosity , problem solving, and deep dives to fully understand behaviors and trends in order to drive change in leading toward long-term improvements.

Clifton Strengths: Input, Relator, Learner, Responsibility, Positivity

Overview

16
16
years of professional experience
1
1
Certification

Work History

Support Coordinator

Porting, Activation, and Credit
04.2022 - Current
  • Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with representatives, peers, and management.
  • Collaborated with multiple teams, and departments to provide support to resolve customer needs, increase efficiency, while providing the best resources.
  • Maintained detailed documentation of representative interactions and progress toward goals, providing a clear record of care provided.
  • Maintained detailed records of trainings, decks I have built, trends, projects, and personal development activities.
  • Perfected skills in facilitating individual and group coaching sessions, call reviews and calibration sessions, and working on multiple projects at the same time
  • Mentored team members, contributing to their professional growth and development.

Subject Matter Expert

Porting, Activation, and Credit
03.2020 - 03.2022
  • Mentored team members, contributing to their professional growth and development.
  • Designed custom curricula for debrief sessions tailored to questions being asked throughout the day leading to higher engagement rates during training sessions.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Perfected skills in building decks, spreadsheets, and creating games to supplement learning

Supervisor

CVS/Caremark
11.2008 - 05.2013
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency while leading a team of 15-20 representatives.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Conducted performance evaluations for my team, identifying areas of improvement and guiding professional development plans.
  • Facilitated interviews to ensure we were hiring, and developing the right people for the positions.
  • Helped create, develop, and implement a better quality team, and worked the first rotation of this project.

Education

High School Diploma -

Powell High School
Powell, TN

Bachelor of Science -

The University of Tennessee - Knoxville
Knoxville, TN

Skills

    • Attention to Detail and analytical thinking
    • Data Research and deep dives
    • Identifying gaps and systems issues
    • Verbal and written communication skills
      • Ability to manage multiple projects
      • Collaboration and building relationships
      • Proactive and dependable

Certification

Dale Carnegie certification: Business Leadership: How to Win Friends and Influence People


Pre Leader Academy with Verizon Wireless

Timeline

Support Coordinator

Porting, Activation, and Credit
04.2022 - Current

Subject Matter Expert

Porting, Activation, and Credit
03.2020 - 03.2022

Supervisor

CVS/Caremark
11.2008 - 05.2013

High School Diploma -

Powell High School

Bachelor of Science -

The University of Tennessee - Knoxville

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Rebecca (Becky) Bowles