Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teresa Hoag

Clearfield,UT

Summary

Dynamic professional with a proven track record at Verizon Wireless, excelling in customer success and technical support. Skilled in conflict resolution and data report creation, I enhanced team efficiency and reduced churn rates through tailored solutions. Committed to fostering relationships and driving product improvements, ensuring high customer satisfaction and retention.

Overview

19
19
years of professional experience

Work History

Digital Shopper

Walmart
09.2023 - Current
  • anMemorize store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Maintain high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Serve customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Greet clients entering store to provide welcoming environment and friendly customer service.
  • Managed the selection of approximately 100 picks per hour.

Global Enterprise Advisor

Verizon Wireless
04.2020 - 12.2024
  • Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Implemented process improvements that resulted in increased efficiency within the Customer Success team.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
  • Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
  • Handled approximately 20 emails per day in addition to complex reporting meeting with each customer at least 1 time per month, more frequently as needed.

Technical Support Expert

Verizon Wireless
08.2018 - 04.2020
  • Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
  • Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
  • Provided exceptional customer service by empathizing with clients'' frustrations and offering timely resolutions.
  • Expanded product knowledge through continuous learning, attending workshops, webinars, and industry conferences.
  • Adapted quickly to new technologies introduced within the organization allowing early adoption and training for the team.
  • Managed approximately 30 incoming calls or emails per day

Technical Support Advocate

Verizon
10.2006 - 08.2018
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and via email.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Handled approximately 40 calls per day from customers

Customer Service Representative

Verizon
01.2006 - 10.2006
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed approximately 45 calls per days from customers.

Education

High School Diploma -

Layton High School
Layton Utah

Skills

  • Feedback analysis
  • Sales coordination
  • Collaborative project management
  • Fostering relationships
  • Professional call handling
  • Conflict resolution
  • Data report creation
  • Troubleshooting and support services

Timeline

Digital Shopper

Walmart
09.2023 - Current

Global Enterprise Advisor

Verizon Wireless
04.2020 - 12.2024

Technical Support Expert

Verizon Wireless
08.2018 - 04.2020

Technical Support Advocate

Verizon
10.2006 - 08.2018

Customer Service Representative

Verizon
01.2006 - 10.2006

High School Diploma -

Layton High School

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