Tracy Daniel

As Process Analyst I work within the Verizon Consumer Group Customer Service organization for The FED (Field execution Department). My role works to identify opportunities in processes, policies and procedures across the organization, both internally and with partners, and makes recommendations on necessary changes to improve customer and employee experiences. Your role will consist of offline responsibilities with some potential to offer online support. While offline, you’ll be partnering closely with Operations, Partner Success, and other support partners to enhance our policies and procedures to align with customer experience initiatives.* Expert at Google Suites, Verint, and Metrix.

The Customer Service Support Team (CSST) is an offline based specialty group that focuses on serving internal and external customers including Customer Service, Retail, Indirect, SPC and many other groups within the Verizon Consumer Group (VCG).*Specialize in Work Flow Manager to work tickets submitted by internal employees* Expert on internal processes concerning Trade, BOGO, Switcher, and BMSM*Expert at ACSS web, Workflow manager, Promotions Landing page, Google Drive, Verint, and Myinfo* Enhanced skills in time management and working independently, ability to adapt to change quickly, focus on details, and learn new processes and skills quickly* Additional trainings in project management. Completed projects researching accounts for call types looking for ways to improve the customer experience.

The High priority Repeat Team Provides creative solutions for our high value customers. Speaking primarily with customers that call into customer service frequently. *Resolve complex and difficult situations *Find a solution for customers that have had to reach out to us on multiple occasions*Deescalate customers that are upset while maintaining high level of customer service*Specialized in complex account tasks such as transfer of service, Winback, and add a line * Enhanced skills with problem solving and deescalating irate and frequent callers* Expert at ACSS web, Verint, Myinfo, Troubleshooting Guide including remote view, Verizon products and services

*The Customer service professionals group is a specialty group within customer service. This group was responsible for taking disconnect calls for any customer requesting to disconnect. they would also take direct calls from store representatives with customers requesting to disconnect service. *Provides excellent customer service on possible churn calls and high value customers. * Discover customized solutions for customers and show the value of Verizon Wireless products and services.*Analyze customer account and make the best recommendation for customer accounts. *Completed campaign calls for a variety of different promotions that changes frequently.*Assists peers with side by sides to increase there overall performance.* Expert at ACSS web, Verint, Myinfo, Troubleshooting Guide including remote viewProjects and Additional Responsibilities*** Cross train for Core project for Holiday season 2019Operations support passing out the monthly calendar to all center employees. 2018 and 2019Project Lead for Supervisor team for Stuff the Bus 2019New Pro Support Buddy 2019Pro Coach 2018Floor support for Pro Team while supervisors off sitePro Digital AmbassadorOperations support clearing Mardi Gras decorationsProject Team lead Mardi Gras float project 2019Project Team lead for Pumpkin painting 2018 Team Keith Point of contact and Support for multiple Pro teams 2017Pro New Hire SME 2017Floor Support and lead team meetings over 5G launch for multiple teams Project lead for pumpkin decorating 2017 for Team FreemanProject lead for Poster to represent team 2017 Team FreemanStress fair assistant/ worker 2015 and 2016

* The creative resolutions team is a specialty group in customer service. They take transferred calls from other customer service representatives that ask to speak to management. * Took transferred called from other customer service representatives for escalated situations.* Mentored directly with a supervisor on helping the performance of multiple members to increase overall performance.* Assisted a supervisor with side by sides and remote call monitoring. * Worked directly with peers to improve the overall team proformance* Lead team meetings.* Enhanced skills with problem solving and deescalating irate and frequent callers* Expert at ACSS web, Verint, Myinfo, Troubleshooting Guide including remote view

* The Technical support Team is a specialty group within customer service. They take calls for technical device and service issues. They take transferred calls from regular customer service after tier 1 troubleshooting has been completed. * Provide exceptional customer service and technical support for internal and external voice and data product customers. * Troubleshoot hardware and software issues and identify network/applications issues.* Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. Provide detailed information on how to set up/configure data and voice products. * Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.*Enhanced skills problem solving, thinking outside of the box, using creative resources to come up with a resolution. Descalting upset customers. *Expert at ACSS web, Mars, MTAS, Remedy, Troubleshooting Guide, expert on Verizon products and service

*The Midwest Concession Team is a specialty group within customer service. This group handles business use lines paid for by Verizon. This included in store demo's device, management lines, and personal use device for direct store reps and our partners. * Maintained business use accounts paid for by Verizon Wireless. * Collaborated with colleagues to completed time sensitive projects using excel spread sheets and a tool work flow manager.*Enhanced skills with time management and ability to pay attention to detail*Expert at ACSS web, Workflow Manager, Google drive, and Excel

*Provided excellent customers service. *Recommended customized solution and recommended Verizon products to customers. *Completed troubleshoot for voice issue on customer devices.*Enhanced skills with time management and ability to pay attention to detail*Expert at ACSS web, Workflow Manager, Google drive, and Excel

* In this roll I provided excellent customers service. I assisted with account changes and recommended changes for customers in a high volume inbound call center.