Ronald Whitley
Leland
Summary
Dynamic analyst with extensive experience at Verizon Wireless, excelling in financial services and performance management. Proven track record in process improvement and analytical skills, driving customer satisfaction and loyalty. Adept at utilizing Kronos for efficient operations while fostering team collaboration to achieve key performance indicators.
Overview
26
26
years of professional experience
Work History
Analyst
Verizon Wireless
Wilmington
06.2018 - Current
- Universal representative capable of working all functions within NOST scope of responsibilities
- Resolve complex customer issues through effective decision-making
- Respond to customer needs via written correspondence, e-mail, two-way SMS
- Handle multiple collection queues in CACS, including but not limited to, customer disputes, reject queues, military, equipment returns, and cash only
- Handle unique customer situations, which may require extensive research
- Investigate and issue appropriate OC&Cs for accounts referred through all channels
- Outbound customer contacts required when needed for investigations and issue resolution
- Protect VZW brand and drive customer loyalty
- Recommend system and process improvements to enhance efficiency, cut costs, and improve the customer experience
- Identity and report system trends and anomalies to NOST leadership team
- Assisted Fraud Team during black Friday 2018 and Christmas Holiday to view and complete customer orders, referrals and credit applications. The objective was to verify documents sent in for customer orders to be completed. Verify if info received was legit in order to complete the order. Identify fraudsters before we shipped out equipment.
Ice Program
Verizon Wireless
Wilmington
04.2018 - 06.2018
- This was my third rotation for 4 weeks with Quality the Department, I handled MPS surveys for CFS, HBA, Retention, Franklin, Lake Mary, El Paso, Tempe, AZ centers.
- Called Customers back, in regards to Verbatim left, to give feedback, and resolutions to resolve issue.
- Listen to agent calls, gave necessary feedback to Supervisor, per rep complaints.
- Closed high alerts, customer complaints, and contacted customers via call backs or email to assist with responding to Customer feedback via surveys.
- Systems used Madallia (for surveys and alerts, Verint (for pulling agent calls), Qatch (for pulling calls for other center locations), Assisted in scribing notes for lunch and learn sessions, and formatting them into Word 2013, document regarding agent questions and concerns, and topics of discussion.
- Created spreadsheets, using Excel 2013 to extract data for reporting, and documenting agent Hero calls, also for Supervisor participation from our Franklin, Wilmington, El Paso and Lake Mary centers.
- Up dated Supervisor organizational charts for all centers.
- Assisted Quality Supervisor with New Hire debriefs, and Lunch and Learn meeting notes, scribed notes during meetings, tracked and logged meeting minutes, attendees and notes regarding questions and concerns from other center location meetings.
- Integrated all meeting notes into a word format, proof read, before submitting information gathered to corporate leaders.
- Listened to corporate call calibrations, listening for areas of improvement, to see how agents are handling calls, and providing the correct info, educational and consequential information in a professional manner, giving feedback, what the Pros and Cons were during their interactions, and experience with agents.
- Pulled agent calls, to be listened to by upper management that showed excellent customer experience, and all policies on 5/28/2018, I trained Sr Agent Michael Henderson on Quality process.
- Also on 5/29/2018, I trained a refresher course for Doena Glasco on Quality process.
Customer Care
Verizon Wireless
Wilmington
12.2017 - 06.2018
- Listening to calls with agents to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries and more.
- Answering a high volume of customer calls, you'll deliver innovative, individualized solutions, satisfying the ever-changing needs of our diverse customer base.
- 12/19/2017 to 12/20/2017, I began rotation as a candidate in the Ice Program, I spent two days with Tech Support.
- Assist with trouble shooting service and devices.
- Also I sat in with EPP department for 2 days, assisted employees with services, payment, orders and device questions.
- 2/20/2018 to 2/21/2018, My second rotation, spent two days with Offline team, assisting customers offline via chat, with adding devices to their accounts, tracking returned devices, changing plans, handling purchases for the customer.
Sr CFS Financial Service Representative
Verizon Wireless
Wilmington
05.2015 - 12.2017
- Collect on past due Small business and residential accounts through heavy inbound and outbound dialing within a fast paced performance driven environment.
- Assist customers in the processing of payments, reviewing accounts for payment arrangements, finding creative acceptable solutions for payment of past due balances, assisting the customer with reconnection of services and the reduction of churn and bad debt.
- Responsible for meeting specific department (KPI) Key Performance Indicators, IE: monthly dollars collected, calls per hour.
- Utilize negotiation skills with the ability to balance customer and business needs.
- Possess active listening skills with the ability to multitask while assisting customers in resolving their concerns.
- Strong negotiation and communication skills.
- Make recommendations to proactively reduce escalated customer issues.
- Use collection Top down negotiation techniques to effectively educate and rehabilitate past due accounts.
- Demonstrate the ability to take charge, initiate action and make quality decisions based on company guidelines.
- Strong decision and analytical skills.
- Self motivated and possessing the ability to work within a strong team dynamic.
- Prompt and courteously addressing a customer's questions or concerns.
- Working closely with other internal departments to ensure prompt and effective resolution of customer requests and issues.
- Submit payment hub tickets to investigate misapplied payments.
- Assist customers with due date changes.
- Assist customers with plan and billing questions.
Certified Trainer 1, Subject Matter Expert (SME), Tier 2 Insurance Agent
Anthem Blue Cross Blue Shield
Charlotte
09.2012 - 01.2015
- Receive inbound calls from customers interested in health insurance products for Anthem Medicare Advantage Plans.
- Taking Premium Payments.
- Discuss issues with insurance and drug claims.
- CPT, Diagnostic Codes.
- Maintain Hippa compliance.
- Customers will be responding to TV commercials, direct mail and print advertisements received.
- Generate follow up appointments to have a licensed field agent to go to their home or a licensed agent call them.
- Place outbound calls to customers in our database.
- Support insurance and/or Prescription Drug Plans.
- Educate customers on plans and processes.
- Provide assistance with enrollment.
- Qualify customers for community meetings and in-home appointments.
- Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies.
- Ensures proactive customer service/sales techniques with the highest degree of courtesy and telephone etiquette.
- Performs other duties and task as assigned.
- Assist new hires and existing agents, via online chat line, answering health insurance questions.
- Train new hire classes on production and expectations via Power Point presentations, and role plays.
- Up train existing employees on policy and product changes and how to navigate need company databases via Power Point presentations, and role plays.
- Determine eligibility for Medicaid and/or subsidy.
- Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies.
- Ensures proactive customer service / sales techniques with the highest degree of courtesy and telephone etiquette.
- Performs other offline Administration duties and tasks as assigned.
- Coaching and Mentoring agents to exceed production goals and expectations.
- Responsible for meeting specific department (KPI) Key Performance Indicators, i.e.: monthly, calls per hour, etc.
- Reviewing accounts for payment arrangements, finding creative acceptable solutions for payment of past due balances, assisting the customer with reconnection of services.
Telesales, Account Executive, Director of First Impressions, Test Admin (Proctor)
New Horizons Computer Learning Center
Charlotte
06.2011 - 02.2012
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
- Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
- Explain products or services and prices, and answer questions from customers.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Record names, addresses, purchases, and reactions of prospects contacted.
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
- Adjust sales scripts to better target the needs and interests of specific individuals.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
- Maintain records of contacts, accounts, and orders.
- Schedule appointments for sales representatives to meet with prospective customers, or for customers to attend sales presentations.
- Conduct client or market surveys and demos in order to obtain information about potential customers.
- Interacting with Computers -- Using computers and computer systems (including hardware, Applications and software) to program, write software, set up functions, enter data, or process information.
- Enrolled students into Online Live Classes, Issued User ID's and Passwords.
- Maintain student attendance records and class status upon completion, created, mailed and distributed certifications.
- Assisted with class setup, helped to image computers and positioned station locations.
Core Trainer
Convergys Corporation
Charlotte
06.2007 - 06.2011
- Utilize presentation skills including adult learning techniques and creative training techniques to achieve agent proficiency.
- Facilitate training programs with regard to current and new products or services to a variety of skill levels within the operations team.
- Demonstrate effective presentation and facilitation skills by adapting presentations to the learners and the instructional setting and creating an environment that fosters learning and performance.
- Develop, design and implement curriculum for process improvement solutions to lead to increased team performance and achievement of business goals.
- Provide helpful, specific feedback for employee development and performance improvement.
- Provide solutions that included process improvement or integration, leadership development, skill development and training.
- Ensure effective, consistent communication with managers, peers, client representatives, subordinates, and other resource groups.
- Manage quality improvement initiatives in areas of expertise: process efficiency, documentation and increasing team performance.
- Identify strategies to improve Quality, hiring, close performance gaps, and propose methods and policies for improvement.
- Conduct calibration sessions and quality monitoring and assess live and recorded inbound, outbound and written correspondence performance with Quality Representatives and Management to ensure consistent and continuous improvement.
- Implemented monthly Calibrations on an agent level for Performance Management initiative to promote agent involvement of desired outcome of customer interactions.
- Prepare written or verbal reports to support strategic planning, service improvements, performance tracking and other business segment priorities.
- Instrumental in development of customer satisfaction survey program at site level, and continued to manage direct feedback of verbatim to management, and provide trend analysis and recommended solutions for improvement.
- Interface with National Service Quality Team and Business Process owners to ensure consistent quality focus enterprise wide.
- Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services.
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy.
- Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Meet customer requirements through first contact resolution.
- Confirm customer understanding of the solution and provide additional customer education as needed.
- Prepare complete and accurate work and update customer files.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to an appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Prepared Call Downs List for Entire Telesales team.
- Downloaded potential leads for campaigns.
- Prepared Breakfast, Lunch, Coffee, Tea, Pastries, Fruits, Beverages and snacks for clients.
- Gave input in weekly meetings with Owner on ideas to generate more revenue.
- Participate in activities designed to improve customer satisfaction and business performance.
- Occasionally use decision-support tools to answer questions.
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Maintain broad knowledge of client products and services.
- Responsible for meeting specific department (KPI) Key Performance Indicators, i.e.: monthly, calls per hour, etc.
Laborer Worker
Manpower Temp Agency
Binghamton
06.2004 - 06.2007
- Responsible for implementing strategic decisions that govern the need for space apart from loading and unloading freight and providing direct customer services.
- Operate forklifts and perform basic mathematical calculations.
- Shipping, packing, receiving and production handling.
- Pull, pack and ship orders in an accurate manner.
- Organize stocks and maintain inventories.
- Deliver orders to customers real time.
- Inspect goods for defects and damages.
- Track inventory in appropriate system.
- Organize space in the warehouse and perform cleaning duties.
- Notify supervisors of problems that are not resolvable.
- Resolve all other issues at the warehouse level.
- Check spools on work orders.
- Restock materials as and when required.
- Process and package goods in a time efficient manner.
Credit and Collections Specialist
Nationwide Credit/MCI World Com
Vestal
04.2000 - 06.2004
- Supervise Customer Financial Professionals, Coached, mentored and trained representatives so that they can meet monthly goals i.e. revenue collected, quality, attrition, leakage and schedule adherence.
- Conducted weekly staff meetings and yearly performance and pay reviews.
- Assist reps with customer conflict resolution ad sensitive calls.
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring.
- Create Performance improvement plans to assist in increasing key metrics to exceed desired goal by determining root causes analysis and generate data-driven solutions.
- Provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
- Identify strategies and solutions to drive individual performance standards and metrics to promote continual improvement in business performance.
- Review statistical reporting showing sales volume and potential sales, Analyzed data to determine performance restraints and solution processes.
- Analyze performance gaps and develop and implement creative solutions through design and implementation of plans of action for team/Individual performance improvements (ADDIE).
- Managed call dialer, AHT Attrition, Leakage, and Utilization/Kronos.
- Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services.
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listen attentively to customer needs and concerns demonstrate empathy.
- Clarify customer requirements probe for and confirm understanding of requirements or problem.
- Meet customer requirements through first contact resolution.
- Confirm customer understanding of the solution and provide additional customer education as needed.
- Prepare complete and accurate work and update customer file.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to an appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participate in activities designed to improve customer satisfaction and business performance.
- Occasionally use decision-support tools to answer questions.
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Maintain broad knowledge of client products and services.
- Responsible for meeting specific department (KPI) Key Performance Indicators, i.e.: monthly dollars collected, calls per hour, etc.
- Collected on past due accounts through heavy inbound and outbound dialing within a fast paced performance driven environment.
- Reviewing accounts for payment arrangements, finding creative acceptable solutions for payment of past due balances, assisting the customer with reconnection of services and the reduction of churn and bad debt.
- Planning and time tracking for agents Generated reports for time tracking.
Education
High school diploma - liberal Arts
Hillcrest High School
Jamaica, NY06.1996
Skills
- Financial services expertise
- Kronos proficiency
- Live chat support
- Performance management
- Process improvement
- Curriculum development
- Analytical skills
- Technical support
- Statistical analysis
Timeline
Analyst
Verizon Wireless
06.2018 - Current
Ice Program
Verizon Wireless
04.2018 - 06.2018
Customer Care
Verizon Wireless
12.2017 - 06.2018
Sr CFS Financial Service Representative
Verizon Wireless
05.2015 - 12.2017
Certified Trainer 1, Subject Matter Expert (SME), Tier 2 Insurance Agent
Anthem Blue Cross Blue Shield
09.2012 - 01.2015
Telesales, Account Executive, Director of First Impressions, Test Admin (Proctor)
New Horizons Computer Learning Center
06.2011 - 02.2012
Core Trainer
Convergys Corporation
06.2007 - 06.2011
Laborer Worker
Manpower Temp Agency
06.2004 - 06.2007
Credit and Collections Specialist
Nationwide Credit/MCI World Com
04.2000 - 06.2004
High school diploma - liberal Arts
Hillcrest High School