Summary
Overview
Work History
Education
Skills
Timeline
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Robert Wright

Grove City,OH

Summary

Telecommunications expert with over a decade of experience transforming customer interactions by diagnosing and resolving complex voice and data product issues. Skilled in enhancing system uptime, leveraging digital resources, and engineering trouble ticket systems to drive customer satisfaction. Adept at analyzing operations, utilizing KPI data, and managing tasks effectively under pressure to exceed team expectations. Proficient in providing actionable insights, conducting workshops on de-escalation strategies, and serving as a key liaison for senior management. Known for resolving customer concerns, improving satisfaction levels, and reducing turnover through effective communication and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Tech Expert/Global Advisor (Chat and Voice)

Verizon Wireless
05.2016 - 10.2024
  • Enhanced customer interactions by resolving 95% of complex voice and data product issues, boosting satisfaction ratings by 20%.
  • Improved system uptime and user experience by diagnosing and resolving hardware, software, and network issues.
  • Leveraged digital resources and administrative tools to achieve a 95% success rate in resolving customer inquiries.
  • Assisted with developing a trouble ticket system, improving issue resolution by 30% and transforming problems into actionable insights.
  • Addressed customer concerns by diagnosing and implementing solutions, achieving a 95% satisfaction rate.

Technical Support/Customer Service

Verizon Wireless
05.2014 - 06.2016
  • Spearheaded team-building initiatives that increased morale by 30% and improved project delivery efficiency by 25%.
  • Streamlined operations by analyzing processes, reducing inefficiencies by 20% through targeted improvement strategies.
  • Leveraged KPI data to boost team collaboration by 20% and elevate staff performance ratings by 15%.
  • Exceeded team goals by 20% by efficiently managing tasks under tight deadlines.
  • Cultivated strong relationships with senior management, enhancing project collaboration and increasing efficiency by 20%.

Supervisor - Creative Resolution Team (Escalations)

Verizon Wireless
07.2011 - 05.2014
  • Engineered advanced analytics strategies, delivering insights that improved decision-making efficiency by 20%.
  • Conducted 5 interactive workshops on de-escalation strategies, boosting team confidence by 30%.
  • Streamlined communication processes, enhancing team efficiency during management's absence.
  • Facilitated seamless operations and communication flow as primary liaison during senior management's absence, enhancing team efficiency by 30%.
  • Successfully addressed customer concerns through over 100 inbound and outbound calls, enhancing account satisfaction.

Financial Services Representative

Verizon Wireless
02.2010 - 07.2011
  • Resolved customer concerns, boosting satisfaction ratings by 25% and reducing turnover by 15%.
  • Corrected billing errors, leading to a 25% decrease in payment disputes.
  • Implemented innovative payment solutions, reducing conflict incidents by 30% while enhancing customer satisfaction.
  • Facilitated conflict resolution, achieving a 30% improvement in customer satisfaction through effective communication strategies.

Education

Eastern Kentucky University
Richmond, KY

Skills

  • Problem-solving
  • Customer Service
  • Accountable
  • Adaptable
  • Detail-oriented
  • Compassionate
  • Critical Thinking
  • Interpersonal Skills

Timeline

Tech Expert/Global Advisor (Chat and Voice)

Verizon Wireless
05.2016 - 10.2024

Technical Support/Customer Service

Verizon Wireless
05.2014 - 06.2016

Supervisor - Creative Resolution Team (Escalations)

Verizon Wireless
07.2011 - 05.2014

Financial Services Representative

Verizon Wireless
02.2010 - 07.2011

Eastern Kentucky University

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Robert Wright