Tiffany Shawon Wilson
Charlotte,NC
Summary
Dynamic customer service professional with extensive experience at Verizon Wireless, excelling in remote support and hardware troubleshooting. Recognized for enhancing customer satisfaction through proactive problem-solving and effective communication. Proven track record of mentoring peers and achieving first-call resolution, driving loyalty and repeat business.
Overview
15
15
years of professional experience
Work History
Sr. Tech Support Rep
Verizon Wireless
08.2015 - Current
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Served as a subject matter expert within the team, mentoring junior staff members on complex topics.
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
Customer Advocate
Verizon Wireless
07.2011 - 08.2015
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
Customer Service Representative
Verizon Wireless
05.2010 - 07.2011
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Mental Health
Kingsborough Community College
Brooklyn, NY06.2006
Skills
- Remote support
- Hardware troubleshooting
- Customer satisfaction
- Call center experience
Big B.O.S.S. Award
For my outstanding achievement in creating exceptional customer experiences through balanced performance.
Timeline
Sr. Tech Support Rep
Verizon Wireless
08.2015 - Current
Customer Advocate
Verizon Wireless
07.2011 - 08.2015
Customer Service Representative
Verizon Wireless
05.2010 - 07.2011
Associate of Science - Mental Health
Kingsborough Community College
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