Reginald stone jr
Plant City,FL
Summary
With a proven track record at Verizon Wireless Corporation, I excel in customer service and technical support, blending critical thinking with assertiveness to enhance customer satisfaction significantly. Skilled in call management and live support, I've streamlined processes and resolved complex issues, achieving high retention customer survey satisfaction with positive feedback from clients.
Overview
26
26
years of professional experience
Work History
Customer Service Champion
Verizon Wireless Corporation
11.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information for inbound and outbound calls
- Reduced call handle times, prioritizing first-call resolutions to improve customer interactions.
- Managed high-stress situations calmly, ensuring positive outcomes for all parties involved.
- Handled multiple communication channels simultaneously while maintaining a high level of professionalism throughout each interaction.
- Streamlined customer service processes for quicker issue resolution and improved overall experience.
Customer Service Advocate
Verizon Wireless Corporation
01.2018 - 02.2022
- Provided an enhanced experience by addressing concerns, showing empathy, and swiftly resolving issues.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative
Verizon Wireless Corporation
02.2023 - 11.2023
- Resolved technical issues by remotely troubleshooting devices.
- Handled customer inquiries with current knowledge of product developments.
- I also diagnosed and located equipment faults and adjusted, replaced, and repair telecommunications equipment
Customer Service Representative
Convergys
04.2016 - 01.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Cashier
City Of Tampa Government
02.1999 - 10.2014
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
Education
Associate Of Science - Computer And Information Systems
Hillsborough Community College
Tampa, FLSkills
- Assertiveness
- Live support
- Call management
- Customer service
- Critical thinking
Timeline
Customer Service Champion
Verizon Wireless Corporation
11.2023 - Current
Technical Support Representative
Verizon Wireless Corporation
02.2023 - 11.2023
Customer Service Advocate
Verizon Wireless Corporation
01.2018 - 02.2022
Customer Service Representative
Convergys
04.2016 - 01.2018
Customer Service Cashier
City Of Tampa Government
02.1999 - 10.2014
Associate Of Science - Computer And Information Systems
Hillsborough Community College
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