Microsoft
Tyler Hartle
Salt Lake City
Summary
Adept at driving growth and enhancing customer experience at Verizon Wireless, I leveraged data analytics and strategic planning to expand market presence and cultivate lasting client relationships. Demonstrated excellence in leading cross-functional teams both internally and customer facing, achieving consistently over 95% in representative resolve rate and first contact resolution, while managing a significant profit portfolio with advanced troubleshooting and exceptional communication skills.
Overview
15
15
years of professional experience
Work History
Global Enterprise Advisor
Verizon Wireless Corporation
05.2019 - 09.2024
- Developed comprehensive market analyses, providing valuable insights for informed decision-making in international markets.
- Spearheaded multiple different projects internally and customer facing, enabling proactive response to emerging trends in the global marketplace.
- Expanded market presence through strategic acquisitions and joint ventures, increasing overall profitability.
- Monitored industry developments closely, positioning the organization ahead of the curve allowing for decisions to be made after clear research has been done. (Profits, New Software, Changing Tech ETC..)
- Led cross-functional teams across the business to execute high-impact projects, achieving significant cost savings and process improvements.
- Drove revenue growth by creating targeted sales strategies and cultivating long-term client relationships.
- Managed diverse project portfolios, ensuring timely completion of milestones while maintaining client satisfaction.
- Managed up to 18 million dollar profit portfolio with as many as 18 accounts at a time and over 100,000 lines of active service at a time.
- Handled projects in person as needed with travel to ensure deadlines were met on time.
Level 2 Technical Support Representative
Verizon Wireless Corporation
05.2017 - 05.2019
- Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
- Consistently met or exceeded individual performance goals while contributing to the overall success of the team. (Representative Resolve of 95% or better)
- Assisted in evaluating new support tools and processes by providing feedback on their effectiveness and ease of use.
- Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical customers.
- Exceeded performance metrics for call quality, problem resolution rate, and customer feedback scores through proactive communication and thorough followup.
- Streamlined workflow for faster issue resolution by creating and maintaining a knowledge base of common problems and solutions.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
Customer Service Representative Team Lead
Verizon Wireless
02.2010 - 10.2013
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- 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.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented company policies and procedures for professional, cohesive customer care.
- Completed bi-weekly payroll for up to 15 employees.
Education
GED -
Salt Lake Community College
Salt Lake City, UT01-2025
Skills
- Customer experience
- Supply chain optimization
- Ticketing system proficiency
- Data backup and recovery
- Call center experience
- Data analytics
- Complaint handling
- VPN configuration
- Network connectivity
- Advanced troubleshooting
- Excellent communication
- Organizational skills
- Multitasking and organization
- Decision-making
- Customer service management
- Relationship building
- Strategic planning
- TCP/IP
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 5,000 new lines of service by introducing Microsoft Teams for business communication tasks.
- Documented and resolved an on going vpn/firewall software issue which led to growth on the account by 10,000 lines.
- Achieved new contract and buy in from client to move all existing mobile services with other provides to Verizon wireless by completing a full wireless account run down and business operations road map showcasing the cost effectiveness over 5 years with accuracy and efficiency.
- Achieved saving a large client through effectively helping with providing trainings and self made guides to ensure smooth day to day operations.
- Supervised team of 10 staff members.
Software
MacOS
Powerpoint
Salesforce
Excel
Timeline
Global Enterprise Advisor
Verizon Wireless Corporation
05.2019 - 09.2024
Level 2 Technical Support Representative
Verizon Wireless Corporation
05.2017 - 05.2019
Customer Service Representative Team Lead
Verizon Wireless
02.2010 - 10.2013
GED -
Salt Lake Community College
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