TARA BROWN-PLEASANTS
Cordova,TN
Summary
Results-driven customer service professional with 20+ years of call center experience, known for strong communication, active listening, and delivering high-quality outcomes. Skilled in balancing customer needs with business goals, with strengths in problem-solving, time management, adaptability, and quickly learning new skills. Committed to supporting team success and organizational growth.
Overview
22
22
years of professional experience
Work History
PACT CS Onboarding Champion III
Verizon Wireless
07.2013 - 12.2025
- Coordinate and process port-in and port-out requests, ensure accurate and timely activation of customer lines while maintaining compliance with carrier policies and FCC regulations.
- Review and analyze credit applications to determine customer eligibility, utilizing credit scoring tools and verification systems to mitigate risk and prevent fraud.
- Adhere to data privacy standards and internal audit guidelines by maintaining accurate records for consumer, business, and government accounts.
- Trained colleagues on port activation procedures, credit evaluation best practices, and fraud prevention strategies.
- Consistently achieved performance metrics for activation turnaround times, credit decision accuracy, and customer satisfaction scores.
Customer Service Data Tech Support Coordinator I
Verizon Wireless
12.2010 - 07.2013
- Provide superior customer service and technical support for internal and external voice and data products.
- Troubleshoot hardware and software issues and identify network/applications issues.
- Possess the ability to achieve monthly quality metrics outlined by the call center for First Call Resolution.
- Act as liaison between Technical Support and Network Personnel for escalated customer issues.
- Assist on LNP Backup Team with resolving porting errors through tickets and calls.
- Director’s Circle - Platinum Level Award for Best Performance 2012
Government Service Data/Tech Coordinator I
Verizon Wireless
10.2007 - 12.2010
- Resolved data equipment and service issues for Federal Government customers.
- Supported Federal Government accounts, set up Q-Sec Activations, Wireless Priority Service, IP addressing, and WFM.
- Maintained accurate customer records, process changes and issued appropriate credits to Federal Government customer accounts.
- Leadership Award of Excellence 2007
- Government V Vice President Winner’s Club Award 2008
- Soaring Above the Best – National Government Operations Award 2009
- Emerging Talent Northeast Program 2010
Managed Accounts Tier II Coordinator
Verizon Wireless
07.2006 - 10.2007
- Resolved complex porting issues for business, national and federal accounts.
- Followed all FCC rules and regulations regarding Local Number Portability.
Local Number Portability Senior Representative
Verizon Wireless
09.2003 - 07.2006
- Lead trainer for manual landline porting procedures.
- Single point of contact for all SBC Communication porting issues.
- Assisted training department and upper management with porting curriculum.
Desk Night Auditor
Westin Hotel Front
07.2016 - 03.2020
- Managed 454 room property with $3.8 million in annual revenue.
- Reviewed the night checklist on a daily basis, planned shifts accordingly, and applied proper codes to invoices.
- Implemented an incentive program that increased guest loyalty by 27%.
- Ran daily, weekly and monthly reports to close the day via Lightspeed database.
- Strong communication skills to easily determine guest and employee concerns.
- Signed non-disclosure agreement to assist celebrities and professional athletic teams during their stay.
Education
MBA - Human Resources Management
Strayer University
05.2019
Bachelor of Science - Elementary Education
University of Memphis
12.2000
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Excellent Communication
- Critical Thinking
- Problem-Solving
- Time Management
- Multitasking Abilities
PROFESSIONAL DEVELOPMENT
- Project Management and Leadership Verizon Wireless, Murfreesboro, Tennessee 2006
- Decision Making and Critical Thinking Verizon Wireless, Huntsville, Alabama 2009
- Organizational Development Consulting Verizon Wireless, Huntsville, Alabama 2010
Interests
Volunteer Work - Travel - Reading - Music - Family Time, Baking - Photography - Outdoor Activities - Painting
Timeline
Desk Night Auditor
Westin Hotel Front
07.2016 - 03.2020
PACT CS Onboarding Champion III
Verizon Wireless
07.2013 - 12.2025
Customer Service Data Tech Support Coordinator I
Verizon Wireless
12.2010 - 07.2013
Government Service Data/Tech Coordinator I
Verizon Wireless
10.2007 - 12.2010
Managed Accounts Tier II Coordinator
Verizon Wireless
07.2006 - 10.2007
Local Number Portability Senior Representative
Verizon Wireless
09.2003 - 07.2006
Bachelor of Science - Elementary Education
University of Memphis
MBA - Human Resources Management
Strayer University