Summary
Overview
Work History
Education
Skills
Certification
Technical Skills
Accomplishments
Timeline
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Tommea Henson

East Orange,NJ

Summary

  • Accurate quality assurance specialist with several years of experience in the field qa. Sound decision-making and performance analysis talents. Collaborates with groups or work independently with minimal supervision. Proficient in various software packages.
  • High-energy sales and customer relations professional well-versed in communicating with different individuals and negotiating successful solutions. Focused on offering superior support and meeting all production targets. Creative in applying robust solutions that enhance loyalty, promote retention and support revenue objectives. Skilled in leadership functions such as training and mentoring new associates.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Quality Assurance Specialist

Altice USA
Piscataway, NJ
08.2021 - Current
  • Monitor calls to gain insight on customer reaction to promotions, products and services
  • Design evaluation programs for call audits
  • Conduct weekly feedback sessions with department Leadership
  • Create KPI's for executive review
  • Assess agent performance behaviors and make recommendations to Performance and Insights leadership
  • Monitor to ensure the call integrity of the sales process
  • Investigated customer complaints regarding quality issues and implemented corrective actions accordingly
  • Coordinated with cross-functional teams to address quality issues and implement corrective actions.

Associate

Movado Group
Elizabeth, NJ
05.2019 - 06.2020
  • Increased clientele while maintaining service levels for legacy clients
  • Delivered exceptional client experiences increasing brand loyalty
  • Developed a robust pipeline with domestic and international clients
  • Leveraged EQ to develop relationships to maintain quality experiences
  • Conducted inventory checks to ensure accuracy of shelf stock.
  • Often leveraged to assist with sales floor operations in collaboration with Sales Manager

Consultant

Verizon Communications
Livingston, NJ
11.2000 - 11.2017
  • Consistently exceeded monthly sales objectives valued over $370k
  • Effectively assessed clients needs and proposed optimal in-home broadband and telecommunication services that increased order value
  • Ranked top performer in client experience and service month over month
  • Provided front line escalation support to over 16 sales associates
  • Managed sales floor operations ensuring SLA's were exceeded
  • Led client retention efforts maintaining sales and increasing loyalty

Education

Bachelor of Science - Business, Marketing

Seton Hall University
South Orange, NJ
05.2018

Associate of Science - Business Administration

Essex County College
05.2010

Skills

  • Market Research
  • Market Segmentation
  • Brand Marketing
  • Relationship Building
  • Critical Thinking
  • KPI Monitoring
  • Performance Analytics
  • Program Evaluation
  • Data Analysis
  • Team Collaboration
  • Performance monitoring
  • Documentation And Reporting
  • Analytical Thinking

Certification

Covid-19 Contact Tracing,

John Hopkins University, MD:2020

Technical Skills

Microsoft Office: Outlook, PowerPoint, Excel and Word, JavaScript, Aptos, Qualtrics, Yammer, Coffee, NSOP, IVAPP, BOSS, Sopdoe, IGO, Verint, IDA and IGO, Cisco Jabber

Accomplishments

  • Verizon Gold, Silver and Platinum Awards, (2002-2010) for outstanding achievement.

Timeline

Quality Assurance Specialist

Altice USA
08.2021 - Current

Associate

Movado Group
05.2019 - 06.2020

Consultant

Verizon Communications
11.2000 - 11.2017

Bachelor of Science - Business, Marketing

Seton Hall University

Associate of Science - Business Administration

Essex County College

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Tommea Henson