Overview
Work History
Education
Skills
Honors and awards
Professional memberships and activities
References
Timeline
Generic

Tynnetta Rasheed

Lithonia,GA

Overview

20
20
years of professional experience

Work History

Senior Analyst, Account Management

Verizon Wireless
Alpharetta, GA
10.2022 - Current
  • Onboard and offboard all facets of new and existing accounts.
  • Assessed programs to identify risks or problems to determine appropriate responses.
  • Analyzed and tracked data to prepare forecasts and identify trends.
  • Identified and analyzed industry or geographic trends with business strategy implications.
  • Maintained library of model documents, templates or other reusable knowledge assets.
  • Generated standard or custom reports summarizing business, financial or economic data.
  • Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
  • Identified needs of customers promptly and efficiently.
  • Drafted documents that outlined processes, procedures, and best practices.
  • Developed training materials for end users.
  • Collected, tracked and evaluated current business and market trend data.
  • Maintained or updated business intelligence tools, databases or dashboards.
  • Managed diverse projects for data capture, storage and forecast analysis.

Global Enterprise Advisor-Bus/Gov Customer Ops

Verizon Wireless
Alpharetta, GA
02.2019 - 10.2022
  • Build strong customer facing relationships in a fast-paced evolving environment, while being the internal advocate for our National Business customer
  • Maintain current relationships, build new relationships within client account profiles
  • Leverage relationships by effectively interacting with Leadership, cross-functional peers, addressing issues through the full life cycle ensuring they are resolved accurately and efficiently
  • Experience implementing and tracking multiple projects, managing highly complex accounts (Duke Energy), while onboarding new profiles focusing on details of contract deliverables for assigned accounts
  • Working closely with the key stakeholders to maintain a continuous flow of information specific to project status, and to identify potential issues and/or opportunities
  • Proficient in Excel, Word, PowerPoint, G Suite (Google Sheets), Teradata, Citrix (Large Files) and basic SQL
  • Utilizing daily Verizon Systems, WFM, SFDC, Slack, EMAG, Cisco Jabber
  • Manage and lead complex projects employing techniques to improve performance in strategic priorities including Churn, Customer Relationship, driving Revenue and Digital Adoption through strong verbal and written communications
  • Collaborating with internal departments to successfully implement processes, analyze and deliver real-time data for business insights to gain customer buy-in, strategize key business initiatives to positively impact the overall customer experience
  • Demonstrate by leading monthly bill reviews, project managing deployments, provide complex reporting, provisioning private networks/APN, recommend BUSS solutions that improves the customers experience while increasing revenue for Verizon
  • Continue higher learning, sharpening the iron often to communicate with all levels of management internally and externally.

Coordinator-Bus/Gov Customer Loyalty & Retention

Verizon Wireless
Alpharetta, GA
05.2017 - 02.2019
  • Build customized strategies for high-risk enterprise customers that include retention solutions, positioning growth, while exceeding Verizon's core values.
  • Partner with immediate work group and across teams, utilizing tools and resources, to build strong, customized solutions, valuing the customer's time with first call resolution.
  • Ability to provide administrative and sales support to the field sales team.
  • Self-driven, efficiently managing my time to meet or exceed project timelines.

Coordinator-Bus/Gov Cus Ops

Verizon Wireless
Alpharetta, GA
06.2016 - 05.2017
  • Performed a variety of activities, including technical support, in support of the functional processes, programs, and/or services while maintaining company-supported metrics, i.e., NPS, ACS CC, AARD, ACPD, etc.
  • Work included compiling and analyzing data, creating reports, providing information, and/or recommendations regarding function-specific policies, tracking processes, and activities.
  • Lead in smaller projects or phases of a larger project with accountability for assigned tasks, providing project updates or timelines as needed.
  • Provided administrative support with deep product expertise and a rich understanding of our solutions.
  • Analyzed customer accounts and provided customer support to troubleshoot and resolve issues.
  • Solutions-oriented and proactive, providing first-call resolution, with complete support for customers, while branding Verizon.
  • Supported daily business operations, processing customer transactions, ensuring equipment delivery, and activation.
  • Attended and completed trainings to keep up with company products, market, and industry trends.

Supervisor, Interim

Verizon Wireless
Lincoln, NE
03.2015 - 12.2016
  • Successfully improved month over month, stack rank in West took team from 38/38 to 12/38 over 8 months
  • Managed 12-15 direct reports for optimal performance and productivity while working under pressure
  • Provided effective feedback to motivate world class customer service
  • Monitored performance of team members
  • Communicated on all levels within department while acting as a role model
  • Provided real-time feedback for direct reports
  • Provide individual and team training to enhance the desired skill sets and behaviors
  • Provide consistent recognition for direct reports
  • Create challenges to encourage skill development.

Point of Contact

Verizon Wireless
Lincoln, NE
11.2014 - 03.2015
  • Prepare for the day by knowing yesterday's stats, make the daily plan for the team I am supporting
  • Plan the Team Huddle information, knowledgeable of each rep commitments
  • Evaluate live calls and provide immediate feedback (Mood Alignment, Tone Checks, Scooting, team engagement)
  • Submit written feedback/documentation to floating supervisor.

Senior Customer Service Professional

Verizon Wireless
Alpharetta, GA
12.2010 - 11.2014
  • Listens and responds appropriately in all interactions with consumer customers, works to establish rapport with customers while performing the full range of customer service and technical support functions.
  • Proactively work to resolve customer issues completely and independently. Work to retain customers on calls and minimize call forwarding to other departments or representatives, where possible.
  • Use expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
  • Applies exceptional knowledge of all VZW operating systems, online tools, and troubleshooting on all calls that require technical assistance.
  • Ability to coach Tier 1 troubleshooting support to 15 direct reports while they assisted external customers.
  • Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.
  • Take accountability and resolve all customer issues, ensure impending solutions are effectively followed up on with customers.
  • Proactively reviews all customer account information while on calls to identify and match customers' current and future needs with the appropriate product and/or service.
  • Focus on selling to customers, as appropriate, in order to add a line, upgrade, or sell accessories.
  • Efficiently utilize tools and resources on every call to make effective recommendations to customers.
  • Successfully positions solutions that increase the value of the customers' wireless experience and leads to customer adoption. Recognizes signs of churn, ensures that network and device experience meet brand expectations, and leads to customer loyalty.
  • Demonstrates and models to others a commitment to VZW code of conduct and business guidelines in all areas of work.
  • Adheres to attendance guidelines to ensure successful contribution to team's goals and performance.
  • Consistently meet and sometimes exceed performance expectations, and look for opportunities to add value to the VZW team.
  • Flexible and willing to help work on department initiatives as needed.
  • Relied upon to serve as a role model and provide encouraging peer-to-peer coaching on an as-needed basis.

Logistics Specialist

Worldwide ISCS
Savannah, GA
09.2007 - 10.2009
  • Logistics

Call Center Supervisor

ADP
DesMoines, IA
01.2005 - 07.2007
  • Payroll

Education

Bachelor of Science - Child, Parent And Community Service

Iowa State University
Ames, IA
05-1993

Skills

  • Build strong customer facing relationships
  • Build new and Maintain current relationships
  • Leverage relationships
  • Experience implementing and tracking multiple projects
  • Managing highly complex accounts
  • Onboarding new profiles
  • Focusing on details of contract deliverables
  • Working closely with key stakeholders
  • Maintaining a continuous flow of information
  • Identifying potential issues and/or opportunities
  • Proficient in Excel, Word, PowerPoint, G Suite (Google Sheets), Teradata, Citrix (Large Files), and beginner in ServiceNow
  • Utilizing daily Verizon Systems, WFM, SFDC, Slack, EMAG, Cisco Jabber
  • Manage and lead complex projects
  • Improving performance in strategic priorities
  • Driving Revenue and Digital Adoption
  • Strong verbal and written communications for all levels of management
  • Collaborating with internal departments
  • Implementing processes
  • Analyzing and delivering real-time data
  • Strategizing key business initiatives
  • Leading monthly bill reviews
  • Project managing deployments
  • Built and provided complex reporting
  • Provisioning private networks/APN
  • Continuing higher learning
  • Communicating with all levels of management
  • Advance Tech-Savvy Verizon Tools
  • Performance monitoring
  • Business Acumen
  • Client Relationship Management

Honors and awards

  • 08/13/19, #BGCOLIFE, BGCO Director's Award, Monica Hammond
  • 2015-18, ALL IN, Attendance Awarded
  • 02/14/14, VERIZON WIRELESS INTERNAL AWARDS, Customer Service Supervisors and Director
  • 12/31/13, Verizon Recognizing You, Center Director, Associate Director & Supervisors

Professional memberships and activities

  • WOI - Women of Influence 2022 (Inspire, empower and support women in business).
  • PRISM Member - Career and Leadership Development
  • BOLD Member - Shape VZW's culture of equality and inclusion
  • FLDT Member - Future Leaders of Tomorrow

References

References available upon request.

Timeline

Senior Analyst, Account Management

Verizon Wireless
10.2022 - Current

Global Enterprise Advisor-Bus/Gov Customer Ops

Verizon Wireless
02.2019 - 10.2022

Coordinator-Bus/Gov Customer Loyalty & Retention

Verizon Wireless
05.2017 - 02.2019

Coordinator-Bus/Gov Cus Ops

Verizon Wireless
06.2016 - 05.2017

Supervisor, Interim

Verizon Wireless
03.2015 - 12.2016

Point of Contact

Verizon Wireless
11.2014 - 03.2015

Senior Customer Service Professional

Verizon Wireless
12.2010 - 11.2014

Logistics Specialist

Worldwide ISCS
09.2007 - 10.2009

Call Center Supervisor

ADP
01.2005 - 07.2007

Bachelor of Science - Child, Parent And Community Service

Iowa State University

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