Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teresa Hoag

Syracuse

Summary

Dynamic customer service professional with extensive experience at Verizon Wireless, excelling in data analysis and relationship building. Proven track record of enhancing customer satisfaction through effective problem-solving and personalized support. Skilled in CRM management, I consistently deliver exceptional service while managing multiple priorities in fast-paced environments.

Overview

19
19
years of professional experience

Work History

Digital Shopper

Walmart
Syracuse
09.2023 - Current
  • Satisfied customers with quick, accurate service under tight deadlines.
  • Managed multiple clients simultaneously while maintaining high standards of service and privacy.
  • Greeted customers and answered product or service questions.
  • Secured and stored items until customer pickup.
  • Suggested comparable products to replace out-of-stock items.
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.

Customer Success Specialist

Verizon Wireless
West Valley City
04.2020 - 12.2024
  • Developed training programs and materials focused on global enterprise practices.
  • Coordinated with external vendors to secure resources necessary for global initiatives.
  • Provided customer support and troubleshooting to ensure successful product implementation.
  • Generated reports summarizing key performance indicators such as satisfaction scores, churn rate.
  • Monitored customer activity to proactively address potential issues before they arise.
  • Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
  • Conducted customer training sessions on how to use products effectively.
  • Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
  • Facilitated communication between various departments in order resolve complex customer issues.
  • Maintained accurate records of customer accounts using CRM software.
  • Created resources such as FAQ documents and user guides for customers.
  • Utilized problem-solving techniques when resolving challenging customer issues.
  • Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
  • Responded promptly to all incoming inquiries from clients regarding product information or support requests.
  • Provided technical assistance via phone, email, or chat support systems when needed.
  • Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.

Technical Support Expert

Verizon Wireless
West Valley City
08.2018 - 04.2020
  • Responded promptly to customer inquiries regarding product features or usage instructions.
  • Assessed customer needs accurately before providing a solution or recommendation.
  • Provided technical support for end-users to troubleshoot software and hardware issues.
  • Resolved customer inquiries via phone, email, or other channels.
  • Managed the resolution of escalated customer service issues.

Technical Support Advocate

Verizon Wireless
West Valley City
10.2006 - 08.2018
  • Identified root causes of customer issues by conducting thorough investigations into the problem areas.
  • Tracked all inquiries from customers using ticketing system tools.
  • Maintained customer records in a customer relationship management system.
  • Provided technical support to customers via phone, email and chat.

Customer Service Representative

Verizon Wireless
West Valley City
01.2006 - 10.2006
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Education

High School Diploma -

Layton High School
Layton, UT
06-1992

Skills

  • Customer service
  • Product recommendations
  • Inventory management
  • Order processing
  • Data analysis
  • CRM management
  • Problem solving
  • Effective communication
  • Relationship building
  • Time management

Timeline

Digital Shopper

Walmart
09.2023 - Current

Customer Success Specialist

Verizon Wireless
04.2020 - 12.2024

Technical Support Expert

Verizon Wireless
08.2018 - 04.2020

Technical Support Advocate

Verizon Wireless
10.2006 - 08.2018

Customer Service Representative

Verizon Wireless
01.2006 - 10.2006

High School Diploma -

Layton High School

Similar Profiles

CREATE PROFILE