Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Trinette M. Wilder

Chicago,IL

Summary

Dynamic professional with extensive experience at Verizon Wireless and JPMorgan Chase, excelling in customer negotiation and strategic project management. Proven track record of enhancing performance by 24% through effective team leadership and problem-solving. Adept at leveraging Salesforce for stakeholder communication and driving significant improvements in customer satisfaction.

Overview

20
20
years of professional experience

Work History

Collections Specialist I

JPMorgan Chase
03.2025 - Current
  • Boost revenue via strategic negotiation and collection efforts for credit card member balances, achieving an average scorecard performance of 4.0 out of 5.
  • Manage complex customer interactions with empathy, composure, and sound judgment.
  • Excels both independently and collaboratively, driving team success in achieving goals by following regulatory and departmental procedures.

Vendor Manager- Sr. Analyst

Verizon Connect
09.2022 - 03.2024
  • Directed and supported remote teams of 100 Customer Success Managers and 10 domestic and international supervisors for Verizon Connect Business Group (B2B), ensuring a customer base surpassing $250k, and tracking Service Level Agreements (SLAs) in Salesforce.
  • Formulated strategy for leadership that increased department sentiment score by 4% by assessing challenges and leveraging business intelligence insights to pinpoint new avenues for enhancement to maintain high-quality performance.
  • Managed employee performance through call evaluations in Verint/Nexidia and monitoring statistics, offering feedback, training, and coaching, achieving a 24% improvement per agent.
  • Spearheaded Scaled Service Model as dedicated Project Manager to upskill over 300 tier 1 agents, encompassing development of learning and onboarding content

Engineer II, System Technical Analysis

Verizon Wireless
07.2019 - 09.2022
  • Delivered essential support for engineers and technicians during 5G home technology installations.
  • Collaborated with software engineers at Google to create technical manuals for manual training to resolve advanced cloud synchronization issues.
  • Streamlined At Your Service and Network Repair Bureau ticketing process, resulting in a 20% reduction in average response time for network support queries.
  • Revamped onboarding protocols and crafted training materials, minimizing new employee ramp-up time by 50%.

Program & Project Manager (Sr. Analyst)

Verizon Wireless
04.2016 - 07.2019
  • Drove field marketing initiatives by leading cross-functional teams; created marketing plans to double digital sales by increasing the conversion rate within two years, resulting in website redesign.
  • Gathered unstructured data inputs from multiple sources, and developed strategic improvement plans.
  • Developed measurable initiatives driving high-quality KPI performance, enhancing customer experience by 28% through thorough conversation reviews, ensuring coaching and resources align with Standards of Quality for messaging teams.
  • Provided strategic recommendations to senior leaders on key business decisions by supporting the Digital Operations Senior Leadership teams with systems and technical concerns.

Social Media Marketing Analyst

Verizon Wireless
06.2013 - 04.2016
  • Implemented the Do Not Call policy through a comprehensive analysis of departmental data reports, incorporating Sprinklr enhancements that increased the social media CSAT score by two percent.
  • Project Manager and moderator for the Conversocial platform that included creating promotional Tweets and marketing campaigns.
  • Safeguarded the Verizon brand by swiftly addressing social media posts within a five-minute target, enhancing brand presence across social networks (Facebook, Twitter, Instagram, Lithium Community) utilizing Sprinklr.
  • Act as a liaison between the marketing and technical teams to correct website issues.

Customer Service and Data Technical Expert

Verizon Wireless
02.2006 - 04.2013
  • Resolved consumer cellular technical concerns via advanced troubleshooting, via inbound and outbound phone calls.
  • Guided customers through billing inquiries via inbound and outbound phone calls while enhancing revenue through plan and equipment upgrades using Access.

Education

Master of Business Administration (MBA) - Marketing

Keller Graduate School of Management of DeVry
Elgin

Bachelor of Arts and Science (BAS) - Communication & Public Relations

Michigan State University
East Lansing, MI

Skills

  • Salesforce and Google Suite
  • Customer negotiation and service
  • Collections management
  • Strategic thinking
  • Team leadership and cross-functional collaboration
  • Project management and JIRA
  • Stakeholder communication
  • Problem-solving and technical analysis
  • Agile mindset and interpersonal communication

Accomplishments

  • Drafted program policy and procedures.
  • Conducted onboarding and ongoing training of staff and monitored performance (SLA’s) of teams.
  • Wrote marketing plans to increase customer loyalty and grow customer base for the Great Lakes area.
  • Constructed channel readiness for both Verizon Wireless and FIOS Communications.
  • Coached the sales team on activation closure rates in Salesforce.

Timeline

Collections Specialist I

JPMorgan Chase
03.2025 - Current

Vendor Manager- Sr. Analyst

Verizon Connect
09.2022 - 03.2024

Engineer II, System Technical Analysis

Verizon Wireless
07.2019 - 09.2022

Program & Project Manager (Sr. Analyst)

Verizon Wireless
04.2016 - 07.2019

Social Media Marketing Analyst

Verizon Wireless
06.2013 - 04.2016

Customer Service and Data Technical Expert

Verizon Wireless
02.2006 - 04.2013

Master of Business Administration (MBA) - Marketing

Keller Graduate School of Management of DeVry

Bachelor of Arts and Science (BAS) - Communication & Public Relations

Michigan State University

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