Rosalie Priestley Norris
Lithonia,GA
Summary
Motivated Former Customer Service Supervisor with over 14 years of call center experience in fast-paced, home team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English.
Overview
17
17
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
09.2020
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Educated and encouraged customers to promote self-sufficiency with online and mobile access tools
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Customer Service Call Center Supervisor
Verizon Wireless
10.2010 - 09.2020
- Manage team of 14-17 Customer Care Specialist/Advocate in Alpharetta CS Center
- Monitor employee/customer interaction for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality of resolution and First Contact Resolution; ensure compliance with control procedures
- Prepare and analyze reports concerning customer service and billing matters for review and recommendation to SM and Call Center Director
- Maintain frequent customer contact and interface to ensure that customer is provided timely follow-up and perceives Verizon Wireless as number one wireless carrier
- Placed Call back to customer after live call review expose incorrect information was provided
- Act as role model by demonstrating strong communications skills, work ethics and sound judgment in application of policies, procedures, and guidelines
- Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes
- Assisted SM with Orgs' Conversion to Virtual work place during Covid-19
- Kept team engaged and motivated in new Virtual world
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Supervisor Customer Service Internet Support
Verizon Wireless
07.2006 - 10.2010
- Manage 5 ERT (Executive Relations Team)Agents through training and development
- Review and analyzed calls escalated to ERT, prepared coaching feedback for agents Supervisor to deliver
- Managed 30+ Internet response agents through coaching and development
- Reviewed outgoing calls and e-mail responses to ensure First Contact Resolution and protect Service Level
- Gathered Data to record daily, weekly and monthly service type interactions
- (i.e., address change, Plan and feature change, Disconnect, Billing issues to include re rating and Technical support.) Monitored social media and online sources for industry trends
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Increased customer satisfaction by resolving online product and service issues.
Customer Service Coordinator
Verizon Wireless
11.2003 - 07.2006
- Customer Solutions Coordinator -To Indirect Agents
- Ordering new handsets
- Activating new lines
- Troubleshooting Bill research for sales and customer to aid in account reviews
- End user account maintenance
- Creating account profiles and entering orders for new and existing customers
- Processing credits approved by district manager
- Partnering with internal departments to ensure customer orders are processed accurately and timely
- Researching and resolving customer billing inquiries and discrepancies and communicating results to our customers
- Delivering training to solution specialist Competitive comparisons
- Interacting with various stakeholders at different levels within the organization
- Created and enhanced call sequencing flows and scripts to enhance team performance.
Education
Associate of Arts - Business Administration And Management
University Of Phoenix
Tempe, AZNo Degree - Personal Services
US Navy
Orlando, FLSkills
- Call center experience
- Data Entry
- Problem-solving abilities
- Administrative Support
- Complaint resolution
- Escalation management
- Credit card processing
- Order Fulfillment
- Professional telephone demeanor
- Call Center Operations
Timeline
Customer Service Advocate
Verizon Wireless
09.2020
Customer Service Call Center Supervisor
Verizon Wireless
10.2010 - 09.2020
Supervisor Customer Service Internet Support
Verizon Wireless
07.2006 - 10.2010
Customer Service Coordinator
Verizon Wireless
11.2003 - 07.2006
Associate of Arts - Business Administration And Management
University Of Phoenix
No Degree - Personal Services
US Navy
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