Shanika Cherry

Fiber Customer Support Analyst

Verizon

Garden City, USA

05.1998 - 09.2024

Performed system checks and monitored network performance for optimal operation.
Participated in team meetings to discuss current projects and potential areas of improvement.
Resolved customer inquiries in a timely manner through phone or email.
Assisting with downloading security software.
Providing escalations when needed, closely working with supervisors to address customer concerns, and helping with complaints received from higher-level supervisors and the presidential hotline.
Assist in training peers when new processes are put into place.
Assist with VoIP on computers when the switchover from traditional phones occurs.
Attending conferences to represent the office, while providing feedback on possible issues and solutions for customers and peers.
Experienced in both Mac and Microsoft operating systems.
Identified opportunities for enhancing existing processes in order to improve overall customer satisfaction.
Implemented unique methods and methodologies, which helped reduce and resolve issues.
Provided guidance to customers on how to use their fiber-optic network systems effectively.
Provided technical assistance and customer service to clients utilizing fiber-optic networks.
Assisted customers with troubleshooting issues related to the installation, configuration, and maintenance of their network equipment.
Worked with cross-functional teams to achieve goals.
Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Contributed innovative ideas and solutions to enhance team performance and outcomes.
Worked effectively in team environments to make the workplace more productive.
Identified the needs of customers promptly and efficiently.
Approached customers and engaged in conversations through the use of effective interpersonal and people skills.
Exceeded customer satisfaction by finding creative solutions to problems.
Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
Recognized by management for providing exceptional customer service.
Multiple Customer Satisfaction Surveys and Accommodations
Recognized for providing excellent Customer Service
Chosen as part of the escalation team to handle escalations calls
Chosen to teach training classes on new processes