Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalind Eddy

Alexandria,VA

Summary

Flexible Customer Service Representative offering 30 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports.

Experienced professional in customer service looking to join a growing organization as part of a dedicated team

Overview

29
29
years of professional experience

Work History

Area Operations Manager

Verizon Enterprise
New York, NY
07.2007 - 09.2013
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Educated employees on corporate policy and procedure compliance to facilitate improved operations outcomes.
  • Verified adherence to OSHA and internal safety standards to minimize risks and enhance workplace safety.
  • Trained, managed and motivated employees to promote professional skill development.
  • Represented integrity and professionalism in business, serving as mentor and role model to staff.
  • Provided leadership to 180 employees through coaching, feedback and performance management.
  • Identified and solved complex strategy problems to drive organizational goals.

Staff Specialist

Verizon Enterprise
New York, NY
10.2003 - 07.2007
  • Defined team directions and provided guidance to members.
  • Interacted with customers via telephone and e-mail.
  • Participated in ongoing training and compliance activities.
  • Identified needs of customers promptly and efficiently.
  • Served as liaison between customers and all internal departments

Team Leader

Verizon Enterprise
New York, NY
09.1998 - 10.2003
  • Directed 20-30 associates to provided our customers with, world class ordering, billing and emergency services.
  • Fostered positive employee relationships through communication, training and development coaching
  • Offered hands on support to keep team members motivated and working toward objectives.
  • Monitored team progress and enforced deadlines.

Customer Service Representative

Verizon Enterprise
New York, NY
04.1984 - 09.1998
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Explained benefits, features and recommendations to maximize client retention.

Education

Bachelor of Science - Business Administration And Management

University of Phoenix
Tempe, AZ
05.2009

Skills

  • Understanding Customer Needs
  • Data Entry
  • Building Customer Trust and Loyalty
  • Creative Problem Solving
  • Issue and Complaint Resolution
  • De-escalation Techniques
  • Order and Refund Processing
  • Transaction Processing
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Multitasking and Prioritization
  • Technologically Savvy
  • Microsoft Office Expertise

Timeline

Area Operations Manager

Verizon Enterprise
07.2007 - 09.2013

Staff Specialist

Verizon Enterprise
10.2003 - 07.2007

Team Leader

Verizon Enterprise
09.1998 - 10.2003

Customer Service Representative

Verizon Enterprise
04.1984 - 09.1998

Bachelor of Science - Business Administration And Management

University of Phoenix

Similar Profiles

CREATE PROFILE
Rosalind Eddy