Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Thalia Allen

Dallas,TX

Summary

Driven by results, I leveraged advanced Excel and critical thinking at VerizonBusiness to enhance operational effectiveness and customer retention. Demonstrating exceptional client management and interpersonal skills, I led teams to surpass project deadlines and improve service quality, embodying a proactive approach to strategic planning and team collaboration.

Overview

11
11
years of professional experience

Work History

Senior Analyst

VerizonBusiness
07.2020 - Current
  • Managed over 4 million in monthly revenue,
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Improved company efficiency with the development of key performance indicators and tracking metrics.
  • Provided expert advice for senior management, contributing to informed decision-making and strategic planning.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Used reporting tools to analyze and identify account opportunities on high risk churn accounts and found tailored solutions to ensure customer retention
  • Proven ability to manage multiple projects against aggressive project deadlines.

Customer Service Supervisor

VerizonBusiness
01.2019 - 03.2020
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Completed administrative assignments such as completing and submitting drives, for representatives development.

Customer Service Representative Team Lead

Maryland Child Care Central
07.2013 - 01.2019
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans for a team of 10.
  • Built my account management experience by assisting the Eligibility department with processing 100-200 child care central applications during offline time.

Education

Bachelor of Arts - Business Administration And Management

Accelerated Pathways
05.2025

Associate of Arts - Business Administration And Management

LaGuardia Community College of The City University of New York
Long Island City, NY
05.2016

Skills

  • Client management
  • Client Relationship Management
  • Data Analysis
  • Performance monitoring
  • Advanced Excel
  • Teamwork and Collaboration
  • Critical Thinking
  • Excellent Communication
  • Multitasking Abilities
  • Interpersonal skills

Additional Information

Feb 2021 — Feb 2022 Women of Influence, Verizon Hanover
A career development program that helped with personal brand, self leadership, critical thinking, effective
communication and owning your career.

Jan 2023 Verizon Professional Coaching, Verizon Hanover
A program designed to assist and rehabilitate those who were imprisoned at a young age.

Timeline

Senior Analyst

VerizonBusiness
07.2020 - Current

Customer Service Supervisor

VerizonBusiness
01.2019 - 03.2020

Customer Service Representative Team Lead

Maryland Child Care Central
07.2013 - 01.2019

Bachelor of Arts - Business Administration And Management

Accelerated Pathways

Associate of Arts - Business Administration And Management

LaGuardia Community College of The City University of New York

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Thalia Allen