Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

UARLENE CASEY

Columbus,OH

Summary

At Verizon, I excelled in enhancing customer experiences and resolving complex issues, showcasing my expertise in database management and exceptional listening skills. As a CS Pact Onboarding Champion III and in other roles, I significantly contributed to improving customer satisfaction and operational efficiencies, demonstrating a strong blend of technical acumen and soft skills.

Overview

27
27
years of professional experience

Work History

CS Pact Onboarding Champion III Porting

Verizon
Columbus, OH
02.2014 - Current
  • Provide guidance for incoming and outgoing calls for fallout in the areas of Business Credit, Tier II Porting, Consumer Credit, Tier II Activation, Security Deposits, Order Processing, D-35 Reconnects, Device Payment eligibility, and WFM requests.
  • Manage calls from the direct sales channel partners and internal Verizon Wireless, such as customer care, and telesales. Review and approve the business credit hold fallout application. Verify information on the credit application. Review the information from the credit bureau to determine if deposits will be needed. Update and verify tax IDs and SSNs. Review the National ID requirement matrix, which includes articles of organization and incorporation, 147-C or CP 575, certificates of good standing and formation, and federal tax ID statements for verification purposes.
  • Collaborate with the financial services team and customers to reconnect accounts that have been disconnected due to D-35 non-pay. Cancel out the device payment if justified. Review for device payment overrides. Process device changes within the customer's account. Cancel the pending order. Reserve the number to the account. Verified customer identity. Identified potential fraud documents, and escalated them accordingly. Check to see if the device is on the fraud or stolen list. Provide consumer internet order support, both online, and offline. Handling order fallout for fraud, iconic orders for in-store pickup, tax adjustments, lost or stolen shipments, and tracking orders. Assist the customer with providing credits and adjustments as needed, ensuring that promotions are distributed appropriately. Guide the customer and the agent with equipment returns, and disconnection of lines.
  • Assist with tier 1 and tier 2 porting for wireless and wireline accounts. This includes making and taking inbound and outbound calls for fallout information. Remove the number from aging. Etni push for lnp/tnc numbers. Coordinated a bridge between customers and old service providers to gather information such as PIN, account number, due date, and time, etc. Troubleshoot complex issues for the agent and customer, for example, being unable to receive incoming calls, or not being able to move forward with activation. Resolve the porting errors through tickets and calls, and serve as our customers' subject matter expert, ensuring that matters are resolved to enhance the customer experience.
  • Troubleshooting complex error messages, and educating the agent on how to process transactions in the point-of-sale system. Resolve the issues that are experienced with systems in Omni, which always result in an excellent rapport with the customer experience. Work offline to approve credit applications for business and consumer credit, rebuild Internet orders that fall out of the system, WFM.
  • Over 28 years of experience in customer care with Verizon. Strong expert experience in all PACT systems, such as ACSS, B2B, WFM, TNI, Syniverse, ICP, SOA, ICP Port Details, LSR GUI, Port Status Query, LNP Validation Tool, LNP Carrier LookUp Tool, ETNI, ICP Port Selection, LNP (KB), LNP/TNC, Active Managed Acct, 1Credit, VZ Credit, Secretary of State (SOS), Accurint, Interconnect, WorkFlow Manager (WFM), Order Tracker, Infomanager, ITTS, CC Tool Customer Contact Central, Payment Hub, Omni Indirect 2.0, Omni Retail 2.0, Vision, D-35, National ID Requirement Matrix, and At You Services (AYS).

Customer Financial Services Specialist

Verizon
Boardman, OH
03.2003 - 02.2014
  • Handle a high volume of inbound and outbound calls. Provide first-rate quality customer service. Utilizing persuasion and mediation skills. Active listening to customers, to identify their needs, and communicate information clearly and concisely, with empathetic understanding. Review customer account information to identify the best solution for their financial challenges.
  • Promoted high customer satisfaction by resolving problems with alternative ways to keep their services on, or to reconnect their lines. Negotiate payment and payment arrangements. Processed payments for the customers, including credit card and check payments. Set up auto pay. Set up a cash-only restriction on the account if justified.
  • Ability to speak clearly to customers, as well as maintain a pleasant, professional voice, with good manners, and a good vocabulary. A team player, acknowledged as a 'Total Quality Customer Services Professional.' Excellent customer satisfaction survey.

Office Manager

Verizon
Boardman, OH
01.1999 - 03.2003
  • Leadership support. Responsible for resolving issues that arise within the office. Creating and editing documents and spreadsheets. Microsoft Excel, WordPerfect, customer services, and interpersonal skills. Monitored inventory and placed orders when needed.
  • Managed front desk operations, including greeting visitors, answering questions, or directing them to appropriate personnel. Organized company events, including holiday parties and team-building activities. Coordinate meetings, and distribute the mail. Support multiple projects under strict timelines. Team player.

Sales Support Assistance

Verizon
Boardman, OH
10.1997 - 01.1999
  • Sales staff support. Managing the filing system. Maintain the database and filing system. spreadsheets.
    Scan all contracts. Set up appointments. Sorting and distributing incoming and outgoing mail. Manually reprogram the customer area code. Strong ability to multitask, manage multiple projects simultaneously, work independently, and demonstrate initiative. A team player.

Education

Associate in Word Processing - Office Technology

Southeastern Academy Travel And Tourism
Kissimmee, FL
05-1986

Some College (No Degree) - Office Administration``

Youngstown State University
Youngstown, OH

High School Diploma -

Ursuline High School
Youngstown, OH

Skills

  • Customer Satisfaction Survey
  • ACSS, Payment Hub
  • WFM, ITTS, CC tool
  • Syniverse, LNP (KB), ICP, SOA, LNP validation tool
  • Active listening
  • ETNI
  • D-35
  • Omni
  • Secretary of State (SOS)
  • 1 credit, Vz Credit
  • Accurint, Interconnect
  • At Your Service (AYS)
  • Computer skills
  • Microsoft Excel
  • Record keeping
  • Calm under pressure
  • Microsoft office
  • Excellent communication
  • Interpersonal skills
  • Teamwork and collaboration
  • Critical thinking
  • Conflict resolution
  • Organization and time management
  • Customer service
  • Negotiation tactics
  • Data entry
  • Problem-solving, quick decision-making
  • Multitasking and organization
  • Self-Directed
  • Collaboration
  • Documentation review
  • Organizational skills
  • File retrieval, file management
  • Clerical support
  • Office equipment maintenance
  • Microsoft Word
  • Friendly, positive attitude
  • Interpersonal communication
  • Financial services
  • Credit card payment processing
  • Payment processing
  • Minute taking
  • Inbound and outbound calling
  • Bookkeeping
  • Inventory and materials management
  • Dependable and responsible
  • Attention to detail

References

References available upon request.

Timeline

CS Pact Onboarding Champion III Porting

Verizon
02.2014 - Current

Customer Financial Services Specialist

Verizon
03.2003 - 02.2014

Office Manager

Verizon
01.1999 - 03.2003

Sales Support Assistance

Verizon
10.1997 - 01.1999

Associate in Word Processing - Office Technology

Southeastern Academy Travel And Tourism

Some College (No Degree) - Office Administration``

Youngstown State University

High School Diploma -

Ursuline High School

Similar Profiles

CREATE PROFILE
UARLENE CASEY